Customer Centric Engineer; Ruby

Customer Centric Engineer (Ruby)

Join Workato, a leader in enterprise orchestration, to help businesses worldwide streamline operations by connecting data, processes, and applications. Workato’s AI‑powered platform enables teams to navigate complex workflows in real time, driving efficiency and agility.

Workato fosters a flexible, trust‑oriented culture that empowers employees to take full ownership of their roles. We value innovation, teamwork, and balance productivity with self‑care. We offer a vibrant, dynamic work environment with a multitude of benefits for your professional and personal life.

• Use programming, database, and web API/UI skills to resolve critical customer technical escalations to Product Engineering from our Success and Support organization.
• Identify root causes by employing top‑notch troubleshooting techniques and all available tools and systems within the R&D organization.
• Dig deep into code to propose test cases and fixes.
• Contribute to or develop product diagnostic tools and utilities that enable Workato teams to improve support efficiencies and product quality.
• Provide timely information to customer‑facing teams to improve overall customer satisfaction.
• Mentor Technical Support on technical issues and best practices.
• Author and maintain internal knowledge‑base documentation.
• Build relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert.
• Champion Supportability and Debuggability initiatives throughout Product Engineering.

• 5+ years of experience in a similar role (CCE, Technical Support Engineer, etc.).
• Familiarity with Ruby (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 communication skills.
• Knowledge of Internet development technologies (Java, Postgre
  
  SQL, 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 environments and cloud technologies.
• Good understanding of DB technologies: classic databases and modern No‑SQL.
• Scripting and coding knowledge are required.

• Passion for solving tough technical problems and recommending improvements to products and processes.
• Excellent written and verbal communication skills, exemplified by clear bug/issue explanations, knowledge‑base documentation, mentoring ability, and comfortable interaction 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.

The pay for this role begins at $110,000 and increases with experience.

To stand out in our hiring process, please take the time to respond to the Job Application Questions below with concise yet informative answers. All submissions are personally reviewed by the Hiring Team, not evaluated by AI.

(REQ )

Seniority level:
Mid‑Senior level

Employment type:

Full‑time
Job function:
Other
Industries:
Software Development