Customer Centric Engineer (Ruby)

• 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

Requirements

• 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

The pay for this role begins at $110,000 and goes up depending on the 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 ID: 2335)