Customer Centric Engineer (US Market)
Core
Resolve complex technical escalations for enterprise customers by performing root cause analysis, debugging, and delivering code-level fixes to the Workato iPaaS platform.
Role type
Senior Customer Centric Engineer (Technical Escalations)
Builds
Production fixes and diagnostic tooling for the Workato enterprise automation platform
Domain
Enterprise iPaaS / Cloud-native infrastructure / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Ruby, distributed systems, network protocols, relational databases (PostgreSQL), NoSQL, SaaS environments, cloud infrastructure, AI/LLM tooling for log analysis
Preferred skills
Go, Python, Java, Kafka, Redis, ClickHouse, observability platforms, APM tools, internal tooling development
Technologies
Ruby, PostgreSQL, Kafka, Redis, ClickHouse, Go, Python, Java, LLMs
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 for log analysis and pattern recognition to reduce resolution time; 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 resolutions to customer-facing teams; Mentor Support engineers on technical concepts and debugging; Author internal knowledge base documentation; Champion supportability and debuggability initiatives in Product Engineering; Drive AI-powered process improvements across the escalation lifecycle.