Director, Product Support 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>Workato is winning enterprise customers who have chosen us over entrenched incumbents. How well we support them in the first 12-24 months will determine whether they stay, expand, and advocate for us, or quietly begin evaluating alternatives.&nbsp;</p> <p>Workato's support organization is at an inflection point. The patterns that worked at commercial scale (first-response SLA compliance, reactive ticket management, escalation-heavy workflows) are no longer sufficient for the enterprise customers we are winning and must retain. The gap between where our support capability is today and where it needs to be for this customer tier is real, recognized, and addressable.&nbsp;</p> <p>We are hiring a <strong>Director, Product Support</strong> <strong>to close this gap and drive the transformation</strong>. You will inherit a team with genuine capability and promising AI initiatives, and will build on that foundation to<strong> create a support function that is a competitive differentiator</strong>, not a source of CSM overhead and customer frustration.&nbsp;</p> <p>If you have rebuilt support organizations, lived inside the enterprise integration world, and want to lead a transformation that directly impacts Workato's ability to win at the enterprise level, this is that role.</p> <h4><strong>Support Transformation</strong></h4> <ul> <li> <p>Position the support team as a strategic differentiator.&nbsp;&nbsp;</p> </li> <li> <p>Diagnose and fix the root causes behind slow time-to-resolution and other operational issues.&nbsp;&nbsp;</p> </li> <li> <p>Redesign the escalation model: raise the bar for valid escalations, fix handoff standards, and reduce process bottlenecks.</p> </li> <li> <p>Overhaul the Technical Assistance Request (TAR) process to match enterprise SLA expectations and eliminate CSM ticket-expediting</p> </li> <li> <p>Shift team culture and metrics from first-response SLA to time-to-resolution and customer outcome ownership and build accountability systems.</p> </li> <li> <p>Establish and operationalize the Named Engineer model — dedicated primary and backup engineers assigned to Workato’s top 20 enterprise accounts, matched to each account’s tech stack and business context.</p> </li> </ul> <h4><strong>AI-Powered Operations</strong></h4> <ul> <li> <p>Drive in-flight AI initiatives (ticket triage, Freshdesk MCP) into production; deploy IRO deflection tooling.</p> </li> <li> <p>Integrate log-access MCP servers into frontline workflows; build LLM-assisted ticket enrichment for cleaner escalations.</p> </li> <li> <p>Use ticket data as a product intelligence pipeline and surface recurring pain points to the roadmap.</p> </li> </ul> <h4><strong>Enterprise &amp; Developer Support</strong></h4> <ul> <li> <p>Build specialized technical capability&nbsp; focused on developers using Workato through API-first and embedded deployments, Enterprise MCP integrations, and agentic workflow implementations.</p> </li> <li> <p>Develop technical support for developers on API-first, Enterprise MCP, and agentic deployments; create self-serve pathways to reduce ticket volume.</p> </li> <li> <p>Ensure the team has depth in REST/SOAP APIs, webhooks, OAuth, event-driven architectures, and the Workato SDK and recipe framework.</p> </li> <li> <p>Create developer-facing support pathways including documentation, sandbox environments, and community tooling that reduce ticket volume while increasing developer satisfaction.</p> </li> <li> <p>Partner with Product and Engineering to close feedback loops on developer experience issues surfaced through support.</p> </li> </ul> <h4><strong>Team &amp; Cross-Functional</strong></h4> <ul> <li> <p>Lead and grow the Philippines-based team and a small extension team in India, recruit support engineers and architects with depth to engage enterprise technical stakeholders.</p> </li> <li> <p>Lead and coach the management team on operational discipline, quality management, and how they think about customer outcomes — not just metrics.&nbsp;&nbsp;</p> </li> <li> <p>Run structured quality reviews with each manager as a coaching tool, not a reporting exercise.</p> </li> <li> <p>Build career paths, competency frameworks, and AI fluency as a core skill requirement across all support roles.</p> </li> <li> <p>Identify high performers early and invest in their growth. Identify low performers early and act - do not leave either group in ambiguity.</p> </li> <li> <p>Partner with CCE, CSM, Engineering, and Product on clean handoffs, shared accountability, and feedback loops.</p> </li> </ul> <h1><strong>Requirements</strong></h1> <h3><strong>Qualifications / Experience / Technical Skills</strong></h3> <h4><strong>Experience</strong></h4> <ul> <li> <p>10+ years in enterprise technical support or support engineering; 2–4 years in a senior manager or director-level role.</p> </li> <li> <p>Hands-on experience with one or more legacy iPaaS platforms.&nbsp;</p> </li> <li> <p>Demonstrated track record improving support operations: resolution time, escalation rates, CSAT.</p> </li> <li> <p>Experience leading teams in the Philippines or broader APAC.</p> </li> </ul> <h4><strong>Technical Depth</strong></h4> <ul> <li> <p>Able to review integration logs and guide engineers through root cause analysis without defaulting to engineering escalation.</p> </li> <li> <p>Working knowledge of REST/SOAP APIs, OAuth, SAML/SSO, event-driven architecture, cloud infrastructure (AWS/Azure/GCP).</p> </li> </ul> <h3><strong>Soft Skills / Personal Characteristics</strong></h3> <h4><strong>Leadership Qualities</strong></h4> <ul> <li> <p>Change agent. Diagnoses entrenched problems and drives transformation without burning the team.</p> </li> <li> <p>Outcome-oriented, data-driven, and collaborative by default across CCE, CSM, Engineering, and Product.</p> </li> <li> <p>Confident communicator who can represent Support with senior leadership and enterprise customer stakeholders.</p> </li> </ul> <h4><strong>(REQ ID: 2699)</strong></h4>