Product Support Engineer

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

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!

Also, feel free to check out why:

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

Responsibilities

We are looking for an exceptional Product Support Engineer - Integration to join our 24x7x365 team. In this role, you will play an important role ensuring that customers have the best support experience possible. Our Customers come 1st, 2nd and 3rd. You should be attentive in understanding customer issues, be sharp at identifying problems, have exceptional critical thinking skills while providing timely, practical solutions and creative workarounds. You will also be responsible for:

Process Level 3 support tickets providing Enterprise Support level triage, troubleshooting and guidance to our Customers

Assist with support chat volume as business dictates

Assist with advanced technical escalations from Support Analysts

Handle client escalations when issues require a call with Customers

Ensure issues are reported, tracked, with timely updates and quality resolutions

Takes full ownership of Subject Matter Expert (SME) level support with a designated area of expertise and general support for others

Conduct training for other team members in relation to SME duties while also conducting other new hire and refresher trainings as assigned

Identify improvement opportunities, working with Support Leadership on discovery and practical implementation of suggested improvements

Completes projects and collaborates across teams, working closely with others in the organization to understand requirements and deliver solutions

Contribute and maintain clear documentation to promote best practices of the Workato platform

Additional duties as necessary

Requirements

Qualifications / Experience / Technical Skills

A Degree in Computer Engineering, Computer Science or Information Technology

Minimum of 3 years of professional experience in Saas/iPaaS company providing exceptional Enterprise level Customer Support

Advanced knowledge of integration/automation and AI technologies is a plus

Advanced knowledge of business applications (e.g. Salesforce, Google Suites, NetSuite, ServiceNow, QuickBooks, QuickBase, Hubspot, Jira, Xero, Marketo)

Soft Skills / Personal Characteristics

Exceptional client management skills demonstrating empathy, understanding and fostering trust

Excellent verbal and written English communication skills

Exceptional team player with strong analytical, communication and interpersonal skills

Excellent organization and time management skills

Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

Passion for coaching and helping others excel at their jobs

The availability to work full-time and flexibility to work, morning, mid, overnight shifts on shifting schedule

(REQ ID: 2259)