Customer Centric Engineer (US Market)

ABOUT THE ROLE We're seeking a highly skilled Customer Centric Engineer to join our Global Customer Centric Engineering team at Workato. As a key member of this team, you will play a critical role in delivering exceptional customer satisfaction by solving complex technical customer escalations and driving long-term improvements to how Workato is built, debugged, and supported at scale. WHAT YOU'LL DO As a Customer Centric Engineer, you will be responsible for owning the end-to-end lifecycle of complex technical escalations, from root cause analysis through code-level fixes. You will work closely with engineering, support, and customer-facing teams to resolve critical customer issues, identify root causes using systematic troubleshooting techniques, and leverage AI tools and techniques to accelerate root cause identification and reduce mean time to resolution. Additionally, you will: - Own complex technical escalations from our Success and Support teams, applying programming, database, API, and UI expertise to resolve critical customer issues end-to-end. - Identify root causes using systematic troubleshooting techniques and full access to R&D tooling, systems, and codebases. - Leverage AI tools and techniques to accelerate root cause identification and reduce mean time to resolution. - Dig into source code to propose test cases, reproduce defects, and deliver or recommend fixes to Product Engineering. - Build and maintain internal diagnostic tools and utilities that improve support efficiency and reduce time-to-resolution across Workato teams. - Communicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfaction. - Mentor Support engineers on technical concepts, debugging approaches, and best practices. - Author and maintain internal knowledge base documentation to reduce repeat escalations and build team capability. WHAT YOU'LL NEED To be successful in this role, you will require: - A deep understanding of programming, database, API, and UI concepts. - Excellent problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions. - Experience with AI tools and techniques, including LLM-assisted log analysis, code search, and pattern recognition. - Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams. - A customer-centric approach, with a focus on delivering exceptional customer satisfaction. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere, while still being part of a dynamic and innovative team. You will have the opportunity to work on complex technical challenges, collaborate with talented engineers and support teams, and contribute to the growth and success of Workato. BENEFITS Workato offers a comprehensive benefits package, including: - Competitive salary and bonus structure - Comprehensive health insurance plan - Flexible schedule and remote work options - Professional development opportunities and education stipend - Access to the latest technologies and tools - Collaborative and dynamic work environment