Responsibilities
In this role, you will also be responsible to:
- 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
Note: This role requires to work during US time (9:00 am to 6:00 pm PDT)!
Requirements
Qualifications / Experience / Technical Skills
- 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: our core product is based on Ruby, so the ability to at least read/understand code in Ruby is a must-have requirement!
- 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
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