Product Support Engineer

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

• Business Insider

  named us an “enterprise startup to bet your career on”

• Forbes’ Cloud 100

  recognized us as one of the top 100 private cloud companies in the world

• Deloitte Tech Fast 500

  ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

• Quartz

  ranked us the #1 best company for remote workers

Responsibilities

We are looking for an exceptional Product Support Engineer - Integration to join our 24x7x365 team. In this role, you will play an important role ensuring that customers have the best support experience possible. Our Customers come 1st, 2nd and 3rd. You should be attentive in understanding customer issues, be sharp at identifying problems, have exceptional critical thinking skills while providing timely, practical solutions and creative workarounds. You will also be responsible for:

• Process Level 3 support tickets providing Enterprise Support level triage, troubleshooting and guidance to our Customers

• Assist with support chat volume as business dictates

• Assist with advanced technical escalations from Support Analysts

• Handle client escalations when issues require a call with Customers

• Ensure issues are reported, tracked, with timely updates and quality resolutions

• Takes full ownership of Subject Matter Expert (SME) level support with a designated area of expertise and general support for others

• Conduct training for other team members in relation to SME duties while also conducting other new hire and refresher trainings as assigned

• Identify improvement opportunities, working with Support Leadership on discovery and practical implementation of suggested improvements

• Completes projects and collaborates across teams, working closely with others in the organization to understand requirements and deliver solutions 

• Contribute and maintain clear documentation to promote best practices of the Workato platform

• Additional duties as necessary

Requirements

• A Degree in Computer Engineering, Computer Science or Information Technology 

• Minimum of 3 years of professional experience in Saas/iPaaS company providing exceptional Enterprise level Customer Support

• Advanced knowledge of integration/automation and AI technologies is a plus

• Advanced knowledge of business applications (e.g. Salesforce, Google Suites, NetSuite, ServiceNow, QuickBooks, QuickBase, Hubspot, Jira, Xero, Marketo)

• Exceptional client management skills demonstrating empathy, understanding and fostering trust

• Excellent verbal and written English communication skills

• Exceptional team player with strong analytical, communication and interpersonal skills

• Excellent organization and time management skills

• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

• Passion for coaching and helping others excel at their jobs

• The availability to work full-time and flexibility to work, morning, mid, overnight shifts on shifting schedule