Product Support Engineer at Workato

<div class="content-intro"><h1><span style="font-family: helvetica, arial, sans-serif;"><strong>About Workato</strong></span></h1> <p>Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato’s cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit <span><a href="http://www.workato.com" target="_blank">www.workato.com</a></span></p> <h1><strong>Why join us?</strong></h1> <p><span style="font-weight: 400;">Ultimately, Workato believes in fostering a </span><strong>flexible, trust-oriented culture that empowers everyone to take full ownership of their roles</strong><span style="font-weight: 400;">. We are driven by </span><strong>innovation </strong><span style="font-weight: 400;">and looking for</span><strong> team players </strong><span style="font-weight: 400;">who want to actively build our company.&nbsp;</span></p> <p><span style="font-weight: 400;">But, we also believe in </span><strong>balancing productivity with self-care</strong><span style="font-weight: 400;">. That’s why we offer all of our employees a vibrant and dynamic work environment </span><a href="http://www.workato.com/careers"><span style="font-weight: 400;">along with a multitude of benefits</span></a><span style="font-weight: 400;"> they can enjoy inside and outside of their work lives.&nbsp;</span></p> <p><span style="font-weight: 400;">If this sounds right up your alley, please submit an application. We look forward to getting to know you!</span></p> <p><span style="font-weight: 400;">Also, feel free to check out why:</span></p> <ul> <li style="font-weight: 400;"> <p><a href="https://www.businessinsider.com/47-enterprise-startups-to-bet-your-career-on-in-2020-2019-12"><span style="font-weight: 400;">Business Insider</span></a><span style="font-weight: 400;"> named us an “enterprise startup to bet your career on”</span></p> </li> <li style="font-weight: 400;"> <p><a href="https://www.forbes.com/cloud100/#a57477b5f941"><span style="font-weight: 400;">Forbes’ Cloud 100</span></a><span style="font-weight: 400;"> recognized us as one of the top 100 private cloud companies in the world</span></p> </li> <li style="font-weight: 400;"> <p><a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html"><span style="font-weight: 400;">Deloitte Tech Fast 500</span></a><span style="font-weight: 400;"> ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America</span></p> </li> <li> <p><a href="https://qz.com/work/2053446/the-best-companies-for-working-from-home/"><span style="font-weight: 400;">Quartz</span></a><span style="font-weight: 400;"> ranked us the #1 best company for remote workers</span></p> </li> </ul></div><h1><strong>Responsibilities</strong></h1> <p><span style="font-weight: 400;">Workato is winning enterprise customers who have chosen us over entrenched incumbents. The <strong>Product Support Engineer</strong> is on the front line of that relationship - the person who owns the ticket, drives it to resolution, and makes the customer feel like Workato has their back. We are looking for engineers who think like owners, communicate like professionals, and solve problems without being told to.</span></p> <p><span style="font-weight: 400;">You will also be responsible to:</span></p> <h4><strong>Customer Outcomes</strong></h4> <ul> <li> <p>Own enterprise support tickets end-to-end: triage, troubleshoot, resolve. No black holes, no piecemeal updates.</p> </li> <li> <p>Diagnose integration issues using available log tooling before reaching out to customers or escalating internally.</p> </li> <li> <p>Handle escalations from analysts and, when needed, lead customer calls to drive resolution.</p> </li> <li> <p>Assist with support chat volume as business dictates.</p> </li> <li> <p>Keep customers proactively informed at all times. They always know what is happening, who owns it, and when to expect next contact.</p> </li> </ul> <h4><strong>AI-Assisted Support</strong></h4> <ul> <li> <p>Use AI-assisted tooling as part of your daily workflow for diagnosis, knowledge retrieval, and customer communication.</p> </li> <li> <p>Contribute to the team knowledge base. Document what you learn so the next engineer resolves it faster.</p> </li> <li> <p>Surface recurring issues and patterns to leadership as product intelligence input.</p> </li> </ul> <h4><strong>Team &amp; Growth</strong></h4> <ul> <li> <p>Mentor junior analysts and share subject matter expertise across the team.</p> </li> <li> <p>Conduct training for team members in your area of expertise, including new hire and refresher sessions.</p> </li> <li> <p>Complete projects and collaborate across teams, working closely with others to understand requirements and deliver solutions.</p> </li> <li> <p>Identify improvement opportunities and work with leadership on practical implementation.</p> </li> </ul> <h1><strong>Requirements</strong></h1> <h3><strong>Qualifications / Experience / Technical Skills</strong></h3> <h4><strong>Experience</strong></h4> <ul> <li> <p>&nbsp;Degree in Computer Engineering, Computer Science, or Information Technology.</p> </li> <li> <p>3+ years in enterprise technical support at a SaaS or iPaaS company.</p> </li> <li> <p>Hands-on experience with integration or automation platforms: Workato, MuleSoft, Boomi, or equivalent.</p> </li> <li> <p>Familiarity with business applications: Salesforce, ServiceNow, NetSuite, Jira, Google Suite, HubSpot, or similar.</p> </li> </ul> <h4><strong>Technical Depth</strong></h4> <ul> <li> <p>Able to read integration logs and trace errors across multi-system workflows.</p> </li> <li> <p>Working knowledge of REST APIs, webhooks, OAuth, and event-driven architectures.</p> </li> <li> <p>Familiarity with AI-assisted support tooling and comfort adopting new tools quickly.</p> </li> </ul> <h3><strong>Soft Skills / Personal Characteristics</strong></h3> <h4><strong>Leadership Qualities</strong></h4> <ul> <li> <p>&nbsp;Ownership mentality. You treat every open ticket as your personal responsibility until resolved.</p> </li> <li> <p>Clear communicator with excellent verbal and written English skills. Customers always know what is happening, who owns it, and when to expect next contact.</p> </li> <li> <p>Strong organizational and time management skills. You work independently with minimal supervision and escalate when it matters.</p> </li> <li> <p>Analytical and curious. You dig before you escalate.</p> </li> <li> <p>Team player with a passion for coaching and helping others excel.</p> </li> <li> <p>Flexibility to work morning, mid, and overnight shifts on a rotating schedule.</p> </li> <li> <p>Demonstrates empathy and builds trust with customers, especially when issues are complex or unresolved.</p> </li> </ul> <h4><strong>(REQ ID: 2700)</strong></h4>