Customer Centric Engineer

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.

You will be responsible for:

• 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

• 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

• 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

Soft Skills / Personal Characteristics

• 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

For California & New York applicants, the estimated pay range for this role begins at $110,000 - $150,000 but candidates outside of this band are encouraged to apply.