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 role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds.

In this role, you will also be responsible to:

Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts depending on business needs

Process Level 3 support tickets and assist with chat volume as business dictates

Assist with advanced technical escalations coming from Product Support Analysts

(PSAs). Reproduce the issue and provide a feasible solution and/or workaround.

Takes ownership of SDK, OEM, and Platform issues - providing Subject Matter Expert

(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 where necessary.

Handle client escalations when issues need a call with customers or colleagues.

Ensuring issues are reported, tracked, followed up, and escalated timely.

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 refresher training

For tenured members of the Product Support team.

Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience

Update PSA Documents/Knowledge Base related to SDK, OEM, Platform items for team reference

Work on a shifting schedule (morning, mid, overnight)

Additional duties as necessary

RequirementsQualifications / 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 a plus

Advanced knowledge of business applications preferred (e.g. Salesforce, Google Suites,

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 design-thinking approach to problem-solving

Entrepreneurial drive and comfort working in ambiguous, quickly-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 shifting schedule

(REQ ID: 2047)Apply for this job

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