Workato is a leader in enterprise orchestration, providing an AI-powered platform to streamline operations by connecting data, processes, applications, and experiences. This Product Support Engineer role involves providing 24x7 Level 3 technical support to customers, focusing on integration, SDK, OEM, and platform issues. Responsibilities include troubleshooting, reproducing problems, providing solutions, handling escalations, and contributing to knowledge base and training. The ideal candidate will have 3+ years of SaaS/iPaaS customer support experience and strong analytical and communication skills.

Must Have

• Provide 24x7 Level 3 technical support.
• Process and resolve advanced technical escalations.
• Reproduce issues and provide solutions/workarounds.
• Manage SDK, OEM, and Platform related issues.
• Handle client escalations effectively.
• Maintain and update knowledge base documentation.
• Work on a shifting schedule (morning, mid, overnight).
• 3+ years of experience in SaaS/iPaaS enterprise customer support.
• Degree in Computer Engineering, Computer Science, or IT.
• Advanced knowledge of business applications (e.g., Salesforce, NetSuite).
• Excellent verbal and written English communication skills.
• Strong analytical and interpersonal skills.
• Ability to work independently and manage time effectively.
• Based in Sofia for a hybrid role.

Good to Have

• Advanced knowledge of integration/automation and AI technologies.
• Passion for coaching and helping others excel.
• Growth mindset and design-thinking approach.
• Entrepreneurial drive in fast-changing environments.
• Passion for automation to drive business value.
• Passion for customer success.

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 are looking for an exceptional Product Support Engineer - Integration to join our 24x7 team. 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. You will also be responsible for:

• Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts depending on business needs
• Process Level 3 support tickets and assist with chat volume as business dictates
• Assist with advanced technical escalations coming from Product Support Analysts (PSAs). Reproduce the issue and provide a feasible solution and/or workaround.
• Takes ownership of SDK, OEM, and Platform issues - providing Subject Matter Expert (SME) level support with a designated area of expertise and general support for others.
• Resolve or coordinate the resolution of SDK, OEM, and Platform issues with other internal teams or external application support teams where necessary.
• Handle client escalations when issues need a call with customers or colleagues.
• Ensuring issues are reported, tracked, followed up, and escalated timely.
• Participate in the weekly Product Team meeting and share ideas or issues that require an immediate fix.
• Participate in weekly and/or monthly reviews and refreshers for process improvement.
• Conduct SDK, OEM, and Platform training for new team members and refresher training for tenured members of the Product Support team.
• Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience
• Update PSA Documents/Knowledge Base related to SDK, OEM, Platform items for team reference
• Work on a shifting schedule (morning, mid, overnight)
• Additional duties as necessary

Requirements

Qualifications / Experience / Technical Skills

• 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)

Soft Skills / Personal Characteristics

• 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
• Excellent client management, showing empathy and understanding
• Passion for coaching and helping others excel at their jobs
• Growth mindset, ability to iterate, and design-thinking approach to problem-solving
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• Passion for customer success - our Customers come 1st, 2nd, and 3rd
• The availability to work full-time and willingness to work on shifting schedule

The job is hybrid and is based in Sofia.