Using your programming, database, and web API and UI skills to solve critical customer technical escalations to Product Engineering from our Success and Support organization.
Identifying root causes by utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization.
Digging deep into code to propose test cases and fixes.
Contribute and/or develop product diagnostic tools and utilities that enable Workato teams to provide support efficiencies and improvements
Providing timely information to customer-facing teams to improve overall customer satisfaction.
Mentoring Technical Support on technical issues and best practices.
Author and maintain internal knowledge base documentation.
Building relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert
Championing Supportability and Debuggability initiatives throughout Product Engineering
BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent
Unparalleled troubleshooting and problem-solving skills
Excellent debugging, analytical, and social skills
Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST)
Experience with user-level automation frameworks and scripting with Ruby, Python or Go: our core product is based on Ruby, so the ability to at least read/understand code in Ruby is a must-have requirement!
Good understanding of network protocols and stacks
Experience in SaaS development environment and cloud technologies
Good understanding of DB technologies: classic databases and modern no-SQL.
Scripting and coding knowledge is required
