Job Overview
Location
Hyderabad, India
Job Type
Full-time
Category
Software Engineer
Date Posted
July 6, 2026
Full Job Description
đź“‹ Description
- • Own end-to-end lifecycle of complex technical escalations from Customer 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 resolution times and improve escalation triage efficiency.
- • 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 solutions, to enhance support team productivity and reduce mean time to resolution.
- • Communicate clear root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to ensure high 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 recurrence of similar issues and scale team capability.
- • Build trusted relationships across Customer 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, logging, and diagnosability in mind.
- • Identify and drive AI-powered improvements across the escalation lifecycle — from automated classification and documentation generation to knowledge base maintenance.
- • Work during USA business hours (8:00 pm – 5:00 am IST) to align with global customer support and engineering workflows.
🎯 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
- • 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
- • Emphasis on balancing productivity with self-care
- • Vibrant and dynamic work environment
- • Opportunity to work with AI-powered tooling and next-generation automation workflows
- • Exposure to enterprise-grade platforms trusted by 50% of the Fortune 500
- • Recognition as part of a Forbes Cloud 100 and Deloitte Tech Fast 500 company
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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.
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