11 hours ago
Hyderābād, IndiaMid Level
Responsibilities
- Own complex technical escalations from Success and Support teams through end-to-end resolution.
- Perform root-cause analysis using programming, databases, APIs, UI expertise, codebases, and engineering tooling.
- Reproduce defects, propose test cases, and deliver or recommend fixes to Product Engineering.
- Build and maintain internal diagnostic utilities, including AI-assisted tooling, to improve support efficiency.
- Communicate root-cause analyses, workarounds, and resolution timelines within defined SLA windows.
- Mentor Support engineers and maintain internal knowledge-base documentation.
- Drive supportability, observability, debuggability, and AI-powered process improvements across the escalation lifecycle.
Requirements
- Bachelor’s or master’s degree 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.
- Excellent written and verbal communication skills and the ability to work across engineering, support, and customer-facing teams.
- Preferred experience includes internal tooling or developer productivity infrastructure, AI or LLM applications in engineering workflows, observability or APM tools, and Go, Python, Java, Kafka, Redis, ClickHouse, or PostgreSQL.
Benefits
- The role requires working during USA working hours, 8:00 pm to 5:00 am IST.
- Workato describes a flexible, trust-oriented work culture and a range of employee benefits.
- The company highlights a remote-worker-friendly work environment.
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.