Responsibilities

Note: This role requires to work during US time (9:00 am to 6:00 pm Pacific Time)

• Using your programming, database, and web API and UI skills to solve critical customer technical escalations to Product Engineering from our Success and Support organization.

• Identifying root causes by utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization. 

• Digging deep into code to propose test cases and fixes. 

• Contribute and/or develop product diagnostic tools and utilities that enable Workato teams to provide support efficiencies and improvements

• Providing timely information to customer-facing teams to improve overall customer satisfaction.

• Mentoring Technical Support on technical issues and best practices.

• Author and maintain internal knowledge base documentation.

• Building relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert

• Championing Supportability and Debuggability initiatives throughout Product Engineering

Requirements

Qualifications / Experience / Technical Skills

• BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent

• 5+ years of experience in troubleshooting and solving critical customer technical escalations

• Unparalleled troubleshooting and problem-solving skills

• Excellent debugging, analytical, and social skills

• Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST)

• Experience with user-level automation frameworks and scripting with Ruby, Python or Go: our core product is based on Ruby, so the ability to at least read/understand code in Ruby is a must-have requirement!

• Good understanding of network protocols and stacks

• Experience in SaaS development environment and cloud technologies

• Good understanding of DB technologies: classic databases and modern no-SQL.

• Scripting and coding knowledge is required

Soft Skills / Personal Characteristics

• You should be passionate about solving tough technical problems and recommending improvements to products and processes.

• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management

• Demonstrable curiosity, passion, integrity, and outstanding attention to detail in professional and personal pursuits

• Developer-level technical chops along with a strong desire to interact with engineering customers, support engineers and management on high-profile issues critical to the long-term success of the company

Last updated on Jun 8, 2024