Customer Centric Engineer (Ruby)

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 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

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.

• 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

• 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.
• Identifying root causes by utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization.
• Digging deep into code to propose test cases and fixes.
• Contribute and/or develop product diagnostic tools and utilities that enable Workato teams to provide support efficiencies and improvements
• Providing timely information to customer-facing teams to improve overall customer satisfaction.
• Mentoring Technical Support on technical issues and best practices.
• Author and maintain internal knowledge base documentation.
• 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

• 5+ years of experience in a similar role (CCE, Technical Support Engineer, etc.)
• Familiarity with Ruby (at least the ability to read and understand code) - our core product is based on Ruby!
• 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 Ruby, Python or Go
• 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 are required

• 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