Product Support Engineer at Workato

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 Workato is winning enterprise customers who have chosen us over entrenched incumbents. The Product Support Engineer is on the front line of that relationship - the person who owns the ticket, drives it to resolution, and makes the customer feel like Workato has their back. We are looking for engineers who think like owners, communicate like professionals, and solve problems without being told to. You will also be responsible to: Customer Outcomes • Own enterprise support tickets end-to-end: triage, troubleshoot, resolve. No black holes, no piecemeal updates. • Diagnose integration issues using available log tooling before reaching out to customers or escalating internally. • Handle escalations from analysts and, when needed, lead customer calls to drive resolution. • Assist with support chat volume as business dictates. • Keep customers proactively informed at all times. They always know what is happening, who owns it, and when to expect next contact. AI-Assisted Support • Use AI-assisted tooling as part of your daily workflow for diagnosis, knowledge retrieval, and customer communication. • Contribute to the team knowledge base. Document what you learn so the next engineer resolves it faster. • Surface recurring issues and patterns to leadership as product intelligence input. Team & Growth • Mentor junior analysts and share subject matter expertise across the team. • Conduct training for team members in your area of expertise, including new hire and refresher sessions. • Complete projects and collaborate across teams, working closely with others to understand requirements and deliver solutions. • Identify improvement opportunities and work with leadership on practical implementation. Requirements Qualifications / Experience / Technical Skills Experience • Degree in Computer Engineering, Computer Science, or Information Technology. • 3+ years in enterprise technical support at a SaaS or iPaaS company. • Hands-on experience with integration or automation platforms: Workato, MuleSoft, Boomi, or equivalent. • Familiarity with business applications: Salesforce, ServiceNow, NetSuite, Jira, Google Suite, HubSpot, or similar. Technical Depth • Able to read integration logs and trace errors across multi-system workflows. • Working knowledge of REST APIs, webhooks, OAuth, and event-driven architectures. • Familiarity with AI-assisted support tooling and comfort adopting new tools quickly. Soft Skills / Personal Characteristics Leadership Qualities • Ownership mentality. You treat every open ticket as your personal responsibility until resolved. • Clear communicator with excellent verbal and written English skills. Customers always know what is happening, who owns it, and when to expect next contact. • Strong organizational and time management skills. You work independently with minimal supervision and escalate when it matters. • Analytical and curious. You dig before you escalate. • Team player with a passion for coaching and helping others excel. • Flexibility to work morning, mid, and overnight shifts on a rotating schedule. • Demonstrates empathy and builds trust with customers, especially when issues are complex or unresolved. (REQ ID: 2700)