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Customer Centric Engineer (US Market)

1 month 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 35

Description

  • Own complex technical escalations from Success and Support teams and resolve critical customer issues end to end.
  • Perform root cause analysis using systematic troubleshooting across code, systems, tooling, and customer-reported issues.
  • Use AI tools such as LLM-assisted log analysis, code search, and pattern recognition to speed up troubleshooting and resolution.
  • Inspect source code to reproduce defects, propose test cases, and recommend or deliver fixes to Product Engineering.
  • Build and maintain internal diagnostic tools and utilities, including AI-assisted tooling, to improve support efficiency.
  • Communicate root causes, workarounds, and resolution timelines to customer-facing teams within SLA windows.
  • Mentor Support engineers on debugging approaches, technical concepts, and best practices.
  • Create and maintain internal knowledge base documentation to reduce repeat escalations.
  • Partner across Success, Product Engineering, and Infrastructure to strengthen trust and technical alignment.
  • Drive supportability, debuggability, and AI-powered process improvements across the escalation lifecycle.

Requirements

  • BS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience.
  • 3+ years of hands-on software engineering experience, including time in a customer-facing or escalation engineering role.
  • 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.
  • Passion for solving difficult technical problems and improving products and processes.
  • Excellent written and verbal communication skills for bug reports, knowledge base articles, and executive presentations.
  • Curious, detail-oriented, and comfortable investigating issues thoroughly.
  • Comfortable working across engineering, support, and customer-facing teams on high-visibility issues.
  • Experience building internal tooling or developer productivity infrastructure is preferred.
  • Hands-on experience applying AI or LLMs to engineering workflows is preferred.
  • Familiarity with observability platforms, log analysis, or APM tools is preferred.
  • Proficiency in Go, Python, or Java for scripting, automation, or service-level work is preferred.
  • Familiarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies is preferred.
  • This role requires working during USA working hours (8:00 pm - 5:00 am IST).

Benefits

  • Flexible, trust-oriented culture with strong ownership.
  • Balance between productivity and self-care.
  • Vibrant and dynamic work environment.
  • Multiple benefits for employees inside and outside of work.
  • Recognized remote-friendly workplace, including being ranked #1 best company for remote workers by Quartz.

Interested in this position?

Apply directly on the company website

Apply Now

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