Customer Centric Engineer

About WorkatoWorkato 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 worldDeloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North AmericaQuartz ranked us the #1 best company for remote workersResponsibilitiesThe Customer Engineering team sits at the intersection of Product Engineering and our Success and Support organization, acting as the highest technical escalation layer for our most critical customer issues. As a Customer-Centric Engineer on this team, you will own the end-to-end lifecycle of complex technical escalations — from root cause analysis through code-level fixes — while also driving long-term improvements to how Workato is built, debugged, and supported at scale.This role requires both the depth of an engineer and the communication skills to work fluidly across engineering, support, and customer-facing teams. You will also play a key role in how we apply AI across our support workflows, tooling, and troubleshooting processes — finding practical ways to apply emerging capabilities to real operational problems.You will be responsible for:Own complex technical escalations from Success and Support teams, applying expertise in programming, databases, APIs, and UI systems to resolve critical customer issues end-to-endIdentify root causes using systematic troubleshooting techniques and deep access to R&D tooling, systems, and codebasesLeverage 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 (MTTR)Dig into source code to propose test cases, reproduce defects, and deliver fixes or recommend changes to Product EngineeringBuild and maintain internal diagnostic tools and utilities — including AI-assisted tooling — that improve mprove support efficiency and decrease time to resolution across Workato teamsCommunicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfactionMentor Support engineers on technical concepts, debugging approaches, and best practicesAuthor and maintain internal knowledge base to reduce repeat escalations and build team capabilityBuild and maintain trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expertChampion supportability and debuggability initiatives within Product Engineering, ensuring new features are designed with observability and diagnosability in mindIdentify and drive AI-powered improvements across the escalation lifecycle — from triage and classification to documentation generation and knowledge base maintenanceRequirementsBachelor’s or Master’s degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience3+ years of hands-on software engineering experience, including experience in a customer-facing or escalation engineering roleStrong proficiency in Ruby (our team's core language)Strong understanding of network protocols and distributed systemsExperience working in SaaS environments and with cloud infrastructureExperience working with relational databases (e.g., PostgreSQL) and NoSQL data storesNice to HaveExperience building internal tooling or developer productivity infrastructureHands-on experience applying AI or LLM technologies to engineering workflows — such as automated log triage, anomaly detection, code generation, or intelligent searchFamiliarity with observability platforms, log analysis, or APM toolsProficiency in one or more of Go, Python, or Java — particularly for scripting, automation, or service-level workFamiliarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologiesSoft Skills / Personal CharacteristicsPassionate about solving complex technical problems and recommending meaningful improvements to products and processesExcellent written and verbal communication skills — equally comfortable writing a clear and precise bug report, a knowledge base article, or presenting a root cause analysis to senior leadershipCurious, detail-oriented, and personally invested in delivering high-quality work — proactively identify gaps and pursue them to resolutionComfortable working across engineering, support, and customer-facing teams on high-visibility issues where the impact is significantFor California & New York applicants, the estimated pay range for this role begins at $110,000 - $150,000 but candidates outside of this band are encouraged to apply.(REQ ID: 2630)