We are hiring a Customer Centric Engineer to join our Global Customer Centric Engineering team and help deliver Customer satisfaction by solving the toughest technical customer escalations fast and championing a trust strategy throughout the company.
The Customer Engineering team sits at the intersection of Product Engineering and our Success and Support organization, acting as the deepest 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 a engineer and the communication range to work fluidly across engineering, support, and customer-facing teams. You will also play a key role in how we adopt AI across our support workflows, tooling, and troubleshooting processes — finding practical ways to apply emerging capabilities to real operational problems.
In this role, y ou will also be responsible to:
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Own complex technical escalations from our Success and Support teams, applying programming, database, API, and UI expertise to resolve critical customer issues end-to-end.
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Identify root causes using systematic troubleshooting techniques and full access to R&D tooling, systems, and codebases.
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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.
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Dig into source code to propose test cases, reproduce defects, and deliver or recommend fixes to Product Engineering.
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Build and maintain internal diagnostic tools and utilities — including AI-assisted tooling — that improve support efficiency and reduce time-to-resolution across Workato teams.
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Communicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfaction.
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Mentor Support engineers on technical concepts, debugging approaches, and best practices.
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Author and maintain internal knowledge base documentation to reduce repeat escalations and build team capability.
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Build trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expert.
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Champion supportability and debuggability initiatives within Product Engineering, ensuring new features are built with observability and diagnosability in mind.
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Identify and drive AI-powered process improvements across the escalation lifecycle — from triage and classification to documentation generation and knowledge base maintenance.
