About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

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:

• 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’re looking for a Business Technology Support Analyst who can be the trusted go-to for our internal teams. You’ll play a key role in keeping our systems running smoothly and our employees empowered to do their best work — all while identifying opportunities to improve the support experience and scale our operations. This isn’t just ticket triage. It’s a chance to be part of a fast-moving, automation-first BT organization where your work will directly influence productivity, culture, and the digital employee experience.

You will also be responsible to:

• Act as the primary point of contact for internal users, resolving a broad range of technical issues with empathy, efficiency, and clear communication.

• Log, triage, and resolve incidents and service requests using an enterprise ticketing system; escalate effectively and ensure alignment with SLA and compliance standards.

• Create and maintain support documentation, FAQs, process guides and playbooks, to drive self-service adoption and operational scalability.

• Deliver training and onboarding for core collaboration and productivity tools (e.g., Google Workspace, Slack, Zoom), while promoting digital fluency across teams.

• Analyze support trends to identify recurring issues and contribute to root cause analysis, enabling long-term, preventative solutions over temporary fixes.

• Collaborate cross-functionally with Business Technology, Security, and People Ops on user lifecycle management, system rollouts, and access governance.

• Monitor and report on key support metrics (e.g., CSAT, ticket volume, MTTR), contributing to real-time dashboards and performance optimization initiatives.

• Proactively identify and address process inefficiencies, recommending and supporting the implementation of automation and workflow improvements to enhance service delivery.

Requirements

Qualifications / Experience / Technical Skills

• 3–5 years of progressive experience in Technical Support, IT Helpdesk, or Customer Success, with a proven track record of managing complex user environments and delivering high-quality service in fast-paced settings.

• Exceptional analytical and troubleshooting skills, with a methodical approach to identifying root causes and implementing effective, scalable solutions. 

• Proficient in enterprise-grade ticketing and collaboration tools such as Jira, Slack, Zoom, and Google Workspace; adept at navigating cross-functional workflows and service queues.

• Experienced in diagnosing and resolving a wide range of hardware, software, and SaaS-related issues, including user access, endpoint management, and application integration challenges.

• Highly detail-oriented with strong documentation habits, ensuring knowledge base growth and operational continuity through clear, structured reporting and process tracking.

• User-focused mindset with a passion for leveraging technology to enhance employee experience, streamline support delivery, and foster continuous improvement across IT services.

Soft Skills / Personal Characteristics

• Experience supporting remote and globally distributed teams.

• ITIL or Six Sigma certified (Green-Black Belt) or Scrum Certifications. 

• Familiar with automation tools (e.g., Workato or similar)

• Strong grasp of IAM tools like Okta and Google Admin

• Proficient with Jira, Confluence, and related platforms.

• Exposure to data visualization tools (e.g., Sigma)

• Strong business analysis skills—requirements gathering, process mapping, stakeholder engagement.

• Familiar with SaaS ecosystems (e.g., Salesforce, Zendesk, ServiceNow) and their business impact.

• Comfortable working with cross-functional teams in a high-growth, fast-paced environment.

• Detail-oriented with a focus on operational efficiency and continuous improvement.

This role is a great opportunity to grow your impact in a world-class business technology team. Whether you're improving first-response times, automating onboarding, or uncovering new ways to scale internal services, your work will matter, and your voice will be heard.

(REQ ID: 2090)