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Customer Centric Engineer (APAC Market)

2 hours, 2 minutes ago
India
Full-time
Mid Level
Software Engineer
Software Development
ClickHouse Go Java Kafka LLM PostgreSQL Python Redis Ruby
Apply Now
Workato

Workato

Workato is the Enterprise Automation Platform that enables seamless integration and automation of workflows for both business and IT teams, utilizing AI-powered technology for efficient outcomes.

IT Services
251-1K
Founded 2013
$415M raised
View All Jobs 24

Description

  • Own complex technical escalations from Success and Support teams end to end, from root cause analysis through resolution.
  • Investigate and reproduce defects using programming, database, API, UI, and source code analysis.
  • Propose fixes, test cases, and recommendations to Product Engineering for critical customer issues.
  • Build and maintain internal diagnostic tools and utilities, including AI-assisted tooling, to improve support efficiency.
  • Use AI tools and techniques to speed up log analysis, code search, pattern recognition, and triage workflows.
  • Communicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within SLA windows.
  • Mentor Support engineers on technical concepts, debugging approaches, and best practices.
  • Write and maintain internal knowledge base documentation to reduce repeat escalations.
  • Collaborate across Success, Product Engineering, and Infrastructure as a technical expert and trusted partner.
  • Champion supportability, debuggability, and observability improvements in Product Engineering.

Requirements

  • BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience.
  • 3+ years of hands-on software engineering experience, including customer-facing or escalation engineering work.
  • Strong proficiency in Ruby, the company’s core language.
  • Good understanding of network protocols and distributed systems.
  • Experience working in SaaS environments and with cloud infrastructure technologies.
  • Familiarity with relational databases such as PostgreSQL and with NoSQL data stores.
  • Ability to work APAC hours, 7:00 am to 04:00 pm IST.
  • Passion for solving hard technical problems and improving products and processes.
  • Excellent written and verbal communication skills, including writing bug reports, knowledge base articles, and presenting to senior leadership.
  • Preferred experience building internal tooling or developer productivity infrastructure.
  • Preferred hands-on experience applying AI or LLMs to engineering workflows.
  • Preferred familiarity with observability platforms, log analysis, or APM tools.
  • Preferred proficiency in Go, Python, or Java for scripting, automation, or service-level work.
  • Preferred familiarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies.

Benefits

  • Flexible, trust-oriented work culture with strong ownership.
  • Vibrant and dynamic work environment.
  • Benefits that support balance between productivity and self-care.
  • Recognized remote-friendly workplace, including being named the #1 best company for remote workers by Quartz.

Interested in this position?

Apply directly on the company website

Apply Now

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