Customer Centric Engineer (APAC Market)

Workato, Inc.

Job Overview

Location

Hyderabad, India

Job Type

Full-time

Full Job Description

📋 Description

• Own end-to-end lifecycle of complex technical escalations from Success and Support teams, applying programming, database, API, and UI expertise to resolve critical customer issues.
• Perform systematic root cause analysis using full access to R&D tooling, systems, and codebases to identify and resolve deep technical defects.
• Leverage AI tools including LLM-assisted log analysis, code search, and pattern recognition to accelerate issue resolution and reduce mean time to resolution.
• Dig into source code to reproduce defects, propose test cases, and deliver or recommend fixes to Product Engineering teams.
• Build and maintain internal diagnostic tools and utilities, including AI-assisted tooling, to improve support efficiency and reduce recurrence of escalations.
• Communicate clear root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to ensure customer satisfaction.
• Mentor Support engineers on technical concepts, debugging methodologies, and best practices for handling complex escalations.
• Author and maintain comprehensive internal knowledge base documentation to reduce repeat issues and enhance team capability.
• Build trusted relationships across Success, Product Engineering, and Infrastructure teams as a recognized technical expert.
• Champion supportability and debuggability initiatives within Product Engineering to ensure new features are designed with observability and diagnosability in mind.
• Identify and drive AI-powered improvements across the escalation lifecycle — including triage, classification, documentation generation, and knowledge base maintenance.
• Work exclusively during APAC working hours (7:00 am – 4:00 pm IST) to align with regional customer and support team needs.
• Act as the deepest technical escalation layer between Customer Success, Support, and Product Engineering, bridging operational gaps with engineering depth.
• Operationalize AI across support workflows by integrating emerging capabilities into real-time troubleshooting and diagnostic processes.

🎯 Requirements

• BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience
• 3+ years of hands-on software engineering experience, including time in a customer-facing or escalation engineering role
• Strong proficiency in Ruby (core language at Workato)
• Good understanding of network protocols and distributed systems
• Experience working in SaaS environments and with cloud infrastructure technologies
• Familiarity with both relational databases (e.g., PostgreSQL) and NoSQL data stores

🏖️ Benefits

• Flexible, trust-oriented culture that empowers full ownership of roles
• Balance of productivity with self-care supported by company policies
• Vibrant and dynamic work environment
• Opportunity to work with AI-powered tooling and innovation at scale
• Exposure to enterprise-grade cloud-native platform trusted by 50% of Fortune 500 companies
• Recognition as a top enterprise startup and Forbes Cloud 100 company

Skills & Technologies

Python

Java

Ruby

PostgreSQL

Redis

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Workato, Inc.

Visit Website

About Workato, Inc.

Workato provides low-code/no-code enterprise automation and integration software that connects applications, data, and business processes across cloud and on-premises systems. Its platform offers pre-built connectors, recipes, and AI-powered workflow orchestration for finance, HR, IT, sales, support, and marketing functions. The company enables organizations to automate tasks without extensive coding, reducing manual effort and accelerating digital transformation initiatives. Workato serves mid-market to large enterprises worldwide through a subscription-based SaaS model, emphasizing security, governance, and scalability for complex integrations.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.