engineering
Posted 4 hours agoCustomer Centric Engineer (US Market)
at Workato
Hyderabad, IndiaOn-site
Responsibilities
- Own complex technical escalations from our Success and Support teams, applying programming, database, API, and UI expertise to resolve critical customer issues end-to-end. •
- Identify root causes using systematic troubleshooting techniques and full access to R&D tooling, systems, and codebases. •
- Build and maintain internal diagnostic tools and utilities — including AI-assisted tooling — that improve support efficiency and reduce time-to-resolution across Workato teams. •
- Mentor Support engineers on technical concepts, debugging approaches, and best practices. •
- Author and maintain internal knowledge base documentation to reduce repeat escalations and build team capability. •
- Build trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expert. •
- Champion supportability and debuggability initiatives within Product Engineering, ensuring new features are built with observability and diagnosability in mind. •
- Identify and drive AI-powered process improvements across the escalation lifecycle — from triage and classification to documentation generation and knowledge base maintenance. Requirements Qualifications /
Requirements
- Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform.
- 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.
- You will also play a key role in how we adopt AI across our support workflows, tooling, and troubleshooting processes — finding practical ways to apply emerging capabilities to real operational problems.
- Leverage AI tools and techniques — including LLM-assisted log analysis, code search, and pattern recognition — to accelerate root cause identification and reduce mean time to resolution. •
- BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience. •
- Strong proficiency in Ruby (our core language); •
- Good understanding of network protocols and distributed systems. •
- Experience working in SaaS environments and with cloud infrastructure technologies. •
- Familiarity with both relational databases (e.g., PostgreSQL) and NoSQL data stores.
- Experience building internal tooling or developer productivity infrastructure. • Hands-on
- experience applying AI or LLMs to engineering workflows — such as automated log triage, anomaly detection, code generation, or intelligent search. •
- Familiarity with observability platforms, log analysis, or APM tools. •
- Proficiency in one or more of: Go, Python, or Java — particularly for scripting, automation, or service-level work. •
- Familiarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies. (REQ ID: 2811)
Experience
- 3+ years of hands-on software engineering experience, including time in a customer-facing or escalation engineering role. •
Contact
- To learn more, visit www.workato.com Why join us?
Additional details
- 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.
- Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles .
- We are driven by innovation and looking for team players who want to actively build our company.
- But, we also believe in balancing productivity with self-care . That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of
- benefits they can enjoy inside and outside of their work lives.
- If this sounds right up your alley, please submit an application. We look forward to getting to know you!
- Business Insider named us an “enterprise startup to bet your career on” •
- Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world •
- Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America •
- Quartz ranked us the #1 best company for remote workers