Customer Centric Engineer (APAC Market)
Core
Deep technical escalation engineer solving complex customer issues and driving product debuggability for an enterprise iPaaS platform.
Role type
Senior IC customer-centric engineer (technical escalation)
Builds
Enterprise iPaaS platform (Workato) for Fortune 500 companies
Domain
SaaS / Enterprise Integration Platform as a Service (iPaaS)
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Ruby, distributed systems, relational databases (PostgreSQL), NoSQL, cloud infrastructure, API, UI, LLM-assisted log analysis, source code debugging, internal tooling development
Preferred skills
Go, Python, Java, Kafka, Redis, ClickHouse, observability platforms, APM tools, internal developer productivity infrastructure
Technologies
Ruby, PostgreSQL, Kafka, Redis, ClickHouse, LLMs, APM tools
Responsibilities
Own end-to-end lifecycle of complex technical escalations from root cause analysis to code-level fixes; Identify root causes using systematic troubleshooting and R&D tooling; Leverage AI tools (LLMs) to accelerate root cause identification; Dig into source code to propose test cases, reproduce defects, and deliver fixes; Build and maintain internal diagnostic tools and AI-assisted utilities; Communicate root cause analyses and resolution timelines to customer-facing teams; Mentor Support engineers on technical concepts and debugging; Author and maintain internal knowledge base documentation; Champion supportability and debuggability initiatives within Product Engineering; Identify and drive AI-powered process improvements across the escalation lifecycle
Seniority
Senior, hands-on IC