Customer Centric Engineer

Responsibilities

• Own complex technical escalations from Success and Support teams using programming, database, API, and UI expertise
• Identify root causes using systematic troubleshooting and R&D tooling
• Leverage AI tools and LLMs for log analysis, code search, and pattern recognition
• Dig into source code to propose test cases, reproduce defects, and recommend fixes to Product Engineering
• Build and maintain internal diagnostic and AI-assisted tooling to improve support efficiency
• Communicate root cause analyses and resolution timelines to customer-facing teams within SLAs
• Mentor Support engineers on technical concepts and debugging best practices
• Champion supportability and observability initiatives within Product Engineering
• Drive AI-powered process improvements across the escalation lifecycle

Requirements

• BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent experience
• 3+ years of software engineering experience, including customer-facing or escalation roles
• Strong proficiency in Ruby
• Good understanding of network protocols and distributed systems
• Experience in SaaS environments and cloud infrastructure
• Familiarity with relational databases (e.g., PostgreSQL) and NoSQL data stores
• Excellent written and verbal communication skills
• Ability to work USA working hours (8:00 pm - 5:00 am IST)

Preferred Qualifications

• Experience building internal tooling or developer productivity infrastructure
• Hands-on experience applying AI or LLMs to engineering workflows
• Familiarity with observability platforms, log analysis, or APM tools
• Proficiency in Go, Python, or Java
• Familiarity with Kafka, Redis, ClickHouse, or PostgreSQL

About the Company

Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform.