Product Support Engineer

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. 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 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 24x7 team . In this role, you will play an important part in ensuring customers have the best support experience. You should be attentive in understanding customer issues, sharp at identifying problems, and capable of providing timely, practical solutions and creative workarounds. Be a member of the Product Support Team providing 24x7x365 coverage with the flexibility to work morning, mid, or overnight shifts depending on business needs. Process Level 3 support tickets and assist with chat volume as required by business demands. Assist with advanced technical escalations from Product Support Analysts (PSAs). Reproduce issues and provide feasible solutions and/or workarounds. Takes ownership of SDK, OEM, and Platform issues, providing SME-level support with a designated area of expertise and general support for others. Resolve or coordinate the resolution of SDK, OEM, and Platform issues with other internal teams or external application support teams as necessary. Handle client escalations when issues require a call with customers or colleagues. Ensure issues are reported, tracked, followed up, and escalated in a timely manner. Participate in the weekly Product Team meeting and share ideas or issues that require an immediate fix. Participate in weekly and/or monthly reviews and refreshers for process improvement. Conduct SDK, OEM, and Platform training for new team members and provide refresher training for tenured staff. Identify improvement opportunities for the team and complete projects as needed to ensure an optimal customer experience. Update PSA Documents/Knowledge Base related to SDK, OEM, and Platform items for team reference. Work on a shifting schedule (morning, mid, overnight). Take on additional duties as necessary. Qualifications / Experience / Technical Skills 2+ years of professional experience in a Technical Implementation, Professional Services, or Technical Consulting role, preferably in a SaaS/iPaaS company. Passion for customer success with experience as part of an Implementation/Technical Professional Services organization. Advanced knowledge of integration/automation technology is a plus. Advanced knowledge of business applications preferred (e.g., Salesforce, Google Workspace, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite). Soft Skills / Personal Characteristics 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. Excellent client management, showing empathy and understanding. Passion for coaching and helping others excel at their jobs. Growth mindset, ability to iterate, and a design-thinking approach to problem-solving. Entrepreneurial drive and comfort working in ambiguous, rapidly changing environments. A passion for and belief in the power of automation to drive business value. Passion for customer success — our Customers come 1st, 2nd, and 3rd. The availability to work full-time and willingness to work on a shifting schedule. #J-18808-Ljbffr