Job Description

About Workato

Workato is the only integration and automation platform that is as simple as it is powerful — and because it's built to power the largest enterprises, it is quite powerful. Simultaneously, it's a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases. We're proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning.

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. That's 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
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

Join a high-impact global engineering team that delivers Customer satisfaction by solving the toughest technical customer escalations fast and champions trust strategy throughout the company. At Workato, trust is our #1 priority. Our cloud application performs millions of automation jobs each day for companies who demand high quality, responsiveness, and predictability. Performance issues and functional bugs must be identified and resolved quickly. As a Senior Customer Centric Engineer / Senior CCE Engineer within Platform Engineering, you will investigate, reproduce, and diagnose complex issues affecting our customers. You should be passionate about solving tough technical problems and recommending improvements to products and processes. Technical skills are important, but so are persistence, patience, and communication.

Responsibilities

We are looking for a Senior Customer Centric Engineer / Senior CCE Engineer who you will be responsible for:

• Using your programming, database, and web API and UI skills to solve critical customer technical escalations to Product Engineering from our Success and Support organization
• Figuring out ways to "find the bug" utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization, and digging deep into code
• Identifying root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams
• Providing timely information to customer facing teams to improve overall customer satisfaction
• Mentoring Technical Support on technical issues and best practices
• Building relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert
• Championing Supportability and Debuggability initiatives throughout Product Engineering

Requirements

• BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent
• Unparalleled troubleshooting and problem-solving skills
• Excellent debugging, analytical, and social skills
• Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST)
• Experience with user-level automation frameworks and scripting with Python, Go, or Ruby
• Good understanding of network protocols and stacks
• Experience in SaaS development environment and cloud technologies
• Good understanding of DB technologies: classic databases and modern no-SQL.
• Scripting and coding knowledge is required

Soft Skills / Personal Characteristics

• You should be passionate about solving tough technical problems and recommending improvements to products and processes.
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
• Demonstrable curiosity, passion, integrity, and outstanding attention to detail in professional and personal pursuits
• Developer-level technical chops along with a strong desire to interact with engineering customers, support engineers and management on high-profile issues critical to the long-term success of the company