Product Support Engineer
Product Support Engineer
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Job Description
About Workato
Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration Workato helps businesses globally streamline operations by connecting data processes applications and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time driving efficiency and agility.
Trusted by a community of 400000 global customers Workato empowers organizations of every size to unlock new value and lead in todays fast-changing world. Learn how Workato helps businesses of all sizes achieve more at .
Why join us
Ultimately Workato believes in fostering a flexible trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But we also believe in balancing productivity with self-care. Thats why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley please submit an application. We look forward to getting to know you!
Also feel free to check out why:
Business Insider named us an enterprise startup to bet your career on
Forbes Cloud 100 recognized us as one of the top 100 private cloud companies in the world
Quartz ranked us the #1 best company for remote workers
Responsibilities
We are looking for an exceptional Product Support Engineer - Integration to join our 24x7 team. In this role you will play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues be sharp at identifying problems and provide timely practical solutions and creative workarounds.
In this role you will also be responsible to:
Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning mid overnight shifts depending on business needs
Process Level 3 support tickets and assist with chat volume as business dictates
Assist with advanced technical escalations coming from Product Support Analysts
(PSAs). Reproduce the issue and provide a feasible solution and/or workaround.
Takes ownership of SDK OEM and Platform issues - providing Subject Matter Expert
(SME) level support with a designated area of expertise and general support for others.
Resolve or coordinate the resolution of SDK OEM and Platform issues with other internal teams or external application support teams where necessary.
Handle client escalations when issues need a call with customers or colleagues.
Ensuring issues are reported tracked followed up and escalated timely.
Participate in the weekly Product Team meeting and share ideas or issues that require an immediate fix.
Participate in weekly and/or monthly reviews and refreshers for process improvement.
Conduct SDK OEM and Platform training for new team members and refresher training
For tenured members of the Product Support team.
Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience
Update PSA Documents/Knowledge Base related to SDK OEM Platform items for team reference
Work on a shifting schedule (morning mid overnight)
Additional duties as necessary
Requirements
Qualifications / Experience / Technical Skills
2 years of professional experience in a Technical Implementation Professional
Services or Technical Consulting role preferably in a SaaS/iPaaS company
Passion for customer success with experience as part of an Implementation/Technical
Professional Services organization
Advanced knowledge of integration/automation technology a plus
Advanced knowledge of business applications preferred (e.g. Salesforce Google Suites
QuickBooks Infusionsoft Dropbox Box Microsoft Outlook Shopify Xero Marketo ServiceNow NetSuite)
Soft Skills / Personal Characteristics
Excellent verbal and written English communication skills
Exceptional team player with strong analytical communication and interpersonal skills
Excellent organization and time management skills
Able to work independently with minimal supervision but with a keen sense to escalate
timely and appropriately
Excellent client management showing empathy and understanding
Passion for coaching and helping others excel at their jobs
Growth mindset ability to iterate and design-thinking approach to problem-solving
Entrepreneurial drive and comfort working in ambiguous quickly-changing environments
A passion for and belief in the power of automation to drive business value
Passion for customer success - our Customers come 1st 2nd and 3rd
The availability to work full-time and willingness to work on shifting schedule
(REQ ID: 2047)
Employment Type
Full Time
