Product Support Engineer
Workato
About Workato
Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful.
Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.
We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning.
Why join us?
Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
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:
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Business Insider named us an “enterprise startup to bet your career on”
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Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
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Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
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Quartz ranked us the #1 best company for remote workers
Responsibilities
We are looking for an exceptional Product Support Engineer - Integration to join our 24x7 team based in the Philippines. In this role, you will play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds.
In this role, you will also be responsible to:
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Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts depending on business needs
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Process Level 3 support tickets and assist with chat volume as business dictates
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Assist with advanced technical escalations coming from Product Support Analysts
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(PSAs). Reproduce the issue and provide a feasible solution and/or workaround.
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Takes ownership of SDK, OEM, and Platform issues - providing Subject Matter Expert
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(SME) level support with a designated area of expertise and general support for others.
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Resolve or coordinate the resolution of SDK, OEM, and Platform issues with other internal teams or external application support teams where necessary.
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Handle client escalations when issues need a call with customers or colleagues.
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Ensuring issues are reported, tracked, followed up, and escalated timely.
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Participate in the weekly Product Team meeting and share ideas or issues that require an immediate fix.
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Participate in weekly and/or monthly reviews and refreshers for process improvement.
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Conduct SDK, OEM, and Platform training for new team members and refresher training
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for tenured members of the Product Support team.
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Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience
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Update PSA Documents/Knowledge Base related to SDK, OEM, Platform items for team reference
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Work on a shifting schedule (morning, mid, overnight)
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Additional duties as necessary
Requirements
Qualifications / Experience / Technical Skills
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2+ years of professional experience in a Technical Implementation, Professional
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Services, or Technical Consulting role, preferably in a SaaS/iPaaS company
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Passion for customer success with experience as part of an Implementation/Technical
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Professional Services organization
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Advanced knowledge of integration/automation technology a plus
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Advanced knowledge of business applications preferred (e.g. Salesforce, Google Suites,
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QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)
Soft Skills / Personal Characteristics
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Excellent verbal and written English communication skills
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Exceptional team player with strong analytical, communication, and interpersonal skills
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Excellent organization and time management skills
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Able to work independently with minimal supervision but with a keen sense to escalate
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timely and appropriately
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Excellent client management, showing empathy and understanding
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Passion for coaching and helping others excel at their jobs
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Growth mindset, ability to iterate, and design-thinking approach to problem-solving
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Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
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A passion for and belief in the power of automation to drive business value
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Passion for customer success - our Customers come 1st, 2nd, and 3rd
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The availability to work full-time and willingness to work on shifting schedule