1 day ago
Hyderābād, IndiaMid Level
Responsibilities
- Own complex technical escalations from Success and Support teams through root-cause analysis, reproduction, and resolution.
- Use programming, database, API, UI, network, and distributed-systems expertise to investigate critical customer issues.
- Propose test cases and deliver or recommend code-level fixes to Product Engineering.
- Build and maintain internal diagnostic utilities, including AI-assisted tooling, to reduce resolution time.
- Communicate root-cause analyses, workarounds, and resolution timelines to customer-facing teams within SLA windows.
- Mentor Support engineers on debugging techniques and technical concepts.
- Maintain internal knowledge-base documentation and improve team capability.
- Drive supportability, observability, and debuggability improvements within Product Engineering.
- Identify and implement AI-powered improvements for escalation triage, troubleshooting, documentation, and knowledge management.
Requirements
- BS or MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience.
- At least 3 years of hands-on software engineering experience, including customer-facing or escalation engineering experience.
- Strong proficiency in Ruby.
- Understanding of network protocols and distributed systems.
- Experience with SaaS environments and cloud infrastructure technologies.
- Familiarity with relational databases such as PostgreSQL and NoSQL data stores.
- Strong written and verbal communication, troubleshooting, documentation, and cross-functional collaboration skills.
- Preferred: experience building internal tooling or developer productivity infrastructure.
- Preferred: experience applying AI or LLMs to engineering workflows, including log triage, anomaly detection, code generation, or intelligent search.
- Preferred: familiarity with observability platforms, log analysis, or APM tools.
- Preferred: proficiency in Go, Python, or Java for scripting, automation, or service-level work.
- Preferred: familiarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies.
Benefits
- The role requires working during EMEA hours, from 1:30 pm to 10:30 pm IST.
- Workato describes a flexible, trust-oriented work culture with ownership and employee benefits.
- The company was recognized by Quartz as a top company for remote workers.
Tech Stack
Categories
About Workato
Workato builds a cloud platform for enterprise integration and workflow automation, combining iPaaS, no-code recipes, and AI to orchestrate processes across SaaS and on‑prem systems. It sells subscriptions to IT and operations teams at large and mid-size companies; customers include firms such as Nasdaq, Cisco, and Atlassian. Founded in 2013 and headquartered in Palo Alto, it is a privately held company.