Job Overview
Location
Alabang, Philippines
Job Type
Full-time
Category
Software Engineering
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Own enterprise support tickets end-to-end, including triage, troubleshooting, and resolution without black holes or piecemeal updates.
- • Diagnose integration issues using available log tooling before escalating internally or contacting customers.
- • Handle escalations from junior analysts and lead customer calls when necessary to drive timely resolution.
- • Assist with support chat volume as business demands, ensuring consistent and responsive customer communication.
- • Proactively keep customers informed at all times—clearly communicating status, ownership, and expected next steps.
- • Use AI-assisted tooling daily for diagnosis, knowledge retrieval, and customer communication to improve efficiency and accuracy.
- • Contribute to the team knowledge base by documenting solutions, patterns, and learnings to accelerate future resolutions.
- • Surface recurring issues and systemic patterns to leadership as product intelligence to inform roadmap and improvements.
- • Mentor junior analysts and share subject matter expertise across the support team to elevate collective capability.
- • Conduct training sessions for new hires and existing team members on integration platforms, troubleshooting techniques, and best practices.
- • Collaborate across teams to understand requirements, complete projects, and deliver solutions that enhance customer outcomes.
- • Identify operational improvement opportunities and work with leadership to implement practical, scalable solutions.
- • Read and interpret integration logs to trace errors across multi-system workflows involving cloud applications and APIs.
- • Maintain high standards of verbal and written English communication to ensure clarity, professionalism, and customer trust.
- • Work independently with minimal supervision while knowing when to escalate issues appropriately.
- • Demonstrate analytical curiosity by digging deep into root causes before escalating, avoiding surface-level fixes.
- • Embody an ownership mentality, treating every open ticket as a personal responsibility until fully resolved.
- • Demonstrate empathy and build trust with customers during complex, high-pressure, or unresolved support scenarios.
- • Flexibility to work rotating shifts including morning, mid, and overnight hours to support global customer needs.
🎯 Requirements
- • Degree in Computer Engineering, Computer Science, or Information Technology
- • 3+ years in enterprise technical support at a SaaS or iPaaS company
- • Hands-on experience with integration or automation platforms: Workato, MuleSoft, Boomi, or equivalent
- • Familiarity with business applications: Salesforce, ServiceNow, NetSuite, Jira, Google Suite, HubSpot, or similar
- • Able to read integration logs and trace errors across multi-system workflows
- • Working knowledge of REST APIs, webhooks, OAuth, and event-driven architectures
🏖️ Benefits
- • Flexible, trust-oriented culture that empowers employees to take full ownership of their roles
- • Balance of productivity with self-care supported by a vibrant and dynamic work environment
- • Opportunity to work at a Forbes Cloud 100 company and Deloitte Tech Fast 500 winner
- • Ranked #1 best company for remote workers by Quartz
- • Mentorship and coaching opportunities to grow leadership and technical expertise
- • Collaborative environment with cross-team project involvement and professional development
Skills & Technologies
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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