Customer Centric Engineer

Workato•Palo Alto, CA

21h•$110,000 - $150,000

About The Position

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 The 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.

Requirements

Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience
3+ years of hands-on software engineering experience, including experience in a customer-facing or escalation engineering role
Strong proficiency in Ruby (our team's core language)
Strong understanding of network protocols and distributed systems
Experience working in SaaS environments and with cloud infrastructure
Experience working with relational databases (e.g., PostgreSQL) and NoSQL data stores

Nice To Haves

Experience building internal tooling or developer productivity infrastructure
Hands-on experience applying AI or LLM technologies to engineering workflows — such as automated log triage, anomaly detection, code generation, or intelligent search
Familiarity with observability platforms, log analysis, or APM tools
Proficiency in one or more of Go, Python, or Java — particularly for scripting, automation, or service-level work
Familiarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies
Passionate about solving complex technical problems and recommending meaningful improvements to products and processes
Excellent 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 leadership
Curious, detail-oriented, and personally invested in delivering high-quality work — proactively identify gaps and pursue them to resolution
Comfortable working across engineering, support, and customer-facing teams on high-visibility issues where the impact is significant

Responsibilities

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-end
Identify root causes using systematic troubleshooting techniques and deep access to R&D tooling, systems, and codebases
Leverage 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 Engineering
Build and maintain internal diagnostic tools and utilities — including AI-assisted tooling — that improve mprove support efficiency and decrease time to resolution across Workato teams
Communicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfaction
Mentor Support engineers on technical concepts, debugging approaches, and best practices
Author and maintain internal knowledge base to reduce repeat escalations and build team capability
Build and maintain trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expert
Champion supportability and debuggability initiatives within Product Engineering, ensuring new features are designed with observability and diagnosability in mind
Identify and drive AI-powered improvements across the escalation lifecycle — from triage and classification to documentation generation and knowledge base maintenance