Responsibilities

Workato is winning enterprise customers who have chosen us over entrenched incumbents. The Product Support Engineer is on the front line of that relationship - the person who owns the ticket, drives it to resolution, and makes the customer feel like Workato has their back. We are looking for engineers who think like owners, communicate like professionals, and solve problems without being told to.

You will also be responsible to:

Customer Outcomes

• Own enterprise support tickets end-to-end: triage, troubleshoot, resolve. No black holes, no piecemeal updates.

• Diagnose integration issues using available log tooling before reaching out to customers or escalating internally.

• Handle escalations from analysts and, when needed, lead customer calls to drive resolution.

• Assist with support chat volume as business dictates.

• Keep customers proactively informed at all times. They always know what is happening, who owns it, and when to expect next contact.

AI-Assisted Support

• Use AI-assisted tooling as part of your daily workflow for diagnosis, knowledge retrieval, and customer communication.

• Contribute to the team knowledge base. Document what you learn so the next engineer resolves it faster.

• Surface recurring issues and patterns to leadership as product intelligence input.

Team & Growth

• Mentor junior analysts and share subject matter expertise across the team.

• Conduct training for team members in your area of expertise, including new hire and refresher sessions.

• Complete projects and collaborate across teams, working closely with others to understand requirements and deliver solutions.

• Identify improvement opportunities and work with leadership on practical implementation.

Requirements

Qualifications / Experience / Technical Skills

Experience

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

• 3+ years in enterprise technical support at a SaaS or iPaaS company.

• Hands-on experience with integration or automation platforms: Workato, MuleSoft, Boomi, or equivalent.

• Familiarity with business applications: Salesforce, ServiceNow, NetSuite, Jira, Google Suite, HubSpot, or similar.

Technical Depth

• Able to read integration logs and trace errors across multi-system workflows.

• Working knowledge of REST APIs, webhooks, OAuth, and event-driven architectures.

• Familiarity with AI-assisted support tooling and comfort adopting new tools quickly.

Soft Skills / Personal Characteristics

Leadership Qualities

•  Ownership mentality. You treat every open ticket as your personal responsibility until resolved.

• Clear communicator with excellent verbal and written English skills. Customers always know what is happening, who owns it, and when to expect next contact.

• Strong organizational and time management skills. You work independently with minimal supervision and escalate when it matters.

• Analytical and curious. You dig before you escalate.

• Team player with a passion for coaching and helping others excel.

• Flexibility to work morning, mid, and overnight shifts on a rotating schedule.

• Demonstrates empathy and builds trust with customers, especially when issues are complex or unresolved.

(REQ ID: 2700)

Responsibilities

Workato is winning enterprise customers who have chosen us over entrenched incumbents. How well we support them in the first 12-24 months will determine whether they stay, expand, and advocate for us, or quietly begin evaluating alternatives. 

Workato's support organization is at an inflection point. The patterns that worked at commercial scale (first-response SLA compliance, reactive ticket management, escalation-heavy workflows) are no longer sufficient for the enterprise customers we are winning and must retain. The gap between where our support capability is today and where it needs to be for this customer tier is real, recognized, and addressable. 

We are hiring a Director, Product Support to close this gap and drive the transformation. You will inherit a team with genuine capability and promising AI initiatives, and will build on that foundation to create a support function that is a competitive differentiator, not a source of CSM overhead and customer frustration. 

If you have rebuilt support organizations, lived inside the enterprise integration world, and want to lead a transformation that directly impacts Workato's ability to win at the enterprise level, this is that role.

Support Transformation

• Position the support team as a strategic differentiator.  

• Diagnose and fix the root causes behind slow time-to-resolution and other operational issues.  

• Redesign the escalation model: raise the bar for valid escalations, fix handoff standards, and reduce process bottlenecks.

• Overhaul the Technical Assistance Request (TAR) process to match enterprise SLA expectations and eliminate CSM ticket-expediting

• Shift team culture and metrics from first-response SLA to time-to-resolution and customer outcome ownership and build accountability systems.

• Establish and operationalize the Named Engineer model — dedicated primary and backup engineers assigned to Workato’s top 20 enterprise accounts, matched to each account’s tech stack and business context.

AI-Powered Operations

• Drive in-flight AI initiatives (ticket triage, Freshdesk MCP) into production; deploy IRO deflection tooling.

• Integrate log-access MCP servers into frontline workflows; build LLM-assisted ticket enrichment for cleaner escalations.

• Use ticket data as a product intelligence pipeline and surface recurring pain points to the roadmap.

Enterprise & Developer Support

• Build specialized technical capability  focused on developers using Workato through API-first and embedded deployments, Enterprise MCP integrations, and agentic workflow implementations.

• Develop technical support for developers on API-first, Enterprise MCP, and agentic deployments; create self-serve pathways to reduce ticket volume.

• Ensure the team has depth in REST/SOAP APIs, webhooks, OAuth, event-driven architectures, and the Workato SDK and recipe framework.

• Create developer-facing support pathways including documentation, sandbox environments, and community tooling that reduce ticket volume while increasing developer satisfaction.

• Partner with Product and Engineering to close feedback loops on developer experience issues surfaced through support.

Team & Cross-Functional

• Lead and grow the Philippines-based team and a small extension team in India, recruit support engineers and architects with depth to engage enterprise technical stakeholders.

• Lead and coach the management team on operational discipline, quality management, and how they think about customer outcomes — not just metrics.  

• Run structured quality reviews with each manager as a coaching tool, not a reporting exercise.

• Build career paths, competency frameworks, and AI fluency as a core skill requirement across all support roles.

• Identify high performers early and invest in their growth. Identify low performers early and act - do not leave either group in ambiguity.

• Partner with CCE, CSM, Engineering, and Product on clean handoffs, shared accountability, and feedback loops.

Requirements

Qualifications / Experience / Technical Skills

Experience

• 10+ years in enterprise technical support or support engineering; 2–4 years in a senior manager or director-level role.

• Hands-on experience with one or more legacy iPaaS platforms. 

• Demonstrated track record improving support operations: resolution time, escalation rates, CSAT.

• Experience leading teams in the Philippines or broader APAC.

Technical Depth

• Able to review integration logs and guide engineers through root cause analysis without defaulting to engineering escalation.

• Working knowledge of REST/SOAP APIs, OAuth, SAML/SSO, event-driven architecture, cloud infrastructure (AWS/Azure/GCP).

Soft Skills / Personal Characteristics

Leadership Qualities

• Change agent. Diagnoses entrenched problems and drives transformation without burning the team.

• Outcome-oriented, data-driven, and collaborative by default across CCE, CSM, Engineering, and Product.

• Confident communicator who can represent Support with senior leadership and enterprise customer stakeholders.

(REQ ID: 2699)

Responsibilities

We are seeking a highly autonomous, strategic, proactive, and detail-oriented Deal Desk Analyst to support our growing team. This role is critical in driving pricing strategy, structuring complex deals, and ensuring seamless collaboration across Sales, Finance, Legal, and Operations. The ideal candidate will have the analytical acumen and business insight to influence deal strategy while maintaining compliance and profitability. 

If you thrive in a fast-paced, high-growth environment and enjoy making strategic recommendations that impact the business, we’d love to hear from you! 

In this role, you will also be responsible to:

• Strategic Deal Structuring & Execution

  • Serve as a key advisor to Sales, Finance, and Leadership on deal strategy and structuring.

  • Independently assess and approve high-impact deals to drive revenue growth while ensuring compliance with business policies.

  • Optimize pricing, discounting, and contract structures to align with corporate objectives. 

• Sales & Revenue Optimization

  • Identify inefficiencies in the deal approval process and implement strategic improvements that enhance speed and accuracy.

  • Spearhead automation initiatives to streamline approval workflows, minimizing bottlenecks and manual dependencies.

• Cross-Functional Collaboration

  • Operate as a strategic partner to Sales, Legal, Finance, Customer Success, and Business Technology to ensure alignment across all deal execution processes.

  • Provide training and guidance to Sales teams on best practices for quoting, pricing, and contract negotiations.

  • Lead special projects related to pricing and process enhancements.

Requirements

Qualifications / Experience / Technical Skills

• Bachelor’s degree or equivalent experience

• 3+ years in Deal Desk, Order Management, or Revenue Operations within a high-growth SaaS company

• Expertise in Salesforce and Salesforce CPQ (or similar tools)

• Strong analytic skills to advise on deal structuring and booking 

Soft Skills / Personal Characteristics

• Strategic Thinker: Ability to assess complex deals and recommend win-win solutions for both customers and internal teams.

• Adaptable Problem-Solver: Comfortable navigating ambiguity and thriving in a fast-paced environment.

• Influencer & Negotiator: Capable of collaborating with Sales leadership while pushing back on non-compliant or unfavorable deal terms when necessary.

• Highly Collaborative: A team player with a passion for driving impact across multiple departments.

• Resilient & Agile: Ability to work extended hours, particularly during quarter-end periods (Jan, Apr, July, Oct), to support critical deal closures.

(REQ ID: 2709)

Responsibilities

We're seeking a data-driven, business-savvy Sales Operations Data Analyst to own and enhance our dashboarding ecosystem using modern BI tools. This role will empower Workato’s Sales and Revenue Operations teams with actionable insights  that drive strategic and operational decision-making.

In this role, you will also be responsible to:

• Build scalable, efficient, and easy-to-consume front-end dashboards within our BI application, Sigma Computing, that drive informed decision-making across Sales and Sales Ops teams.

• Support and maintain core dashboards and reports, ensuring they remain accurate, relevant, and accessible as the business evolves.

• Document dashboards to support self-service, troubleshooting, and long-term sustainability.

• Balance short-term ad hoc requests with the development of longer-term analytics solutions.

• Collaborate with data engineering to ensure dashboards are built on robust and future-proof data architectures.

• Develop working knowledge of key Sales KPIs and become a go-to resource for the team.

• Partner with SalesOps leaders to identify insights gaps and propose solutions that enhance sales productivity and process optimization.

• Work cross-functionally with product and systems teams to improve data quality and availability.

• Conduct exploratory analyses to uncover insights, highlight trends, and support strategic discussions.

Requirements

Qualifications / Experience / Technical Skills

• 1-2 years of data analysis experience, or a recently completed degree in a relevant field (e.g. Data Science, Statistics, Business Analytics, Computer Science, or similar). Recent graduates are encouraged to apply.

• Some exposure to BI tools such as Sigma, Tableau, Looker, or Power BI — whether through work, internships, or coursework.

• Working knowledge of SQL; willingness to develop stronger data modeling skills on the job.

• Experience or coursework in SaaS, sales, or business operations is a plus but not required.

• Bachelor's degree in a relevant field, or equivalent practical experience.

Soft Skills / Personal Characteristics

• Ability to communicate data clearly to non-technical stakeholders.

• Detail-oriented with a sense of urgency and a proactive, problem-solving mindset.

• Intellectually curious and eager to learn in a fast-paced environment.

• Strong interpersonal skills and ability to manage multiple tasks and deadlines.

(REQ ID: 2687)

Responsibilities

We are seeking a detail-oriented, process-driven Partner Operations Analyst based in APAC to support both day-to-day partner operations and scalable automation initiatives across our partner ecosystem in that region. This role will report to our Partner Operations team based in the US. This role serves as a primary operational resource for our partner organization — fielding inquiries, resolving issues, building automations, and ensuring the systems and processes that power our partner business run smoothly and efficiently.

In addition to operational ownership, this role will collaborate closely with internal teams and external partner stakeholders to identify gaps, drive process improvements, and deliver data-driven insights that support pipeline growth. The position blends hands-on execution with analytical thinking, combining systems expertise with a proactive, partner-first mindset.

You will also be responsible to:

Overall

• Serve as the primary point of contact in APAC and EMEA for all partner operations and enablement inquiries, requests, and issues — providing timely, reliable support to both internal teams and external partner reps

• Build, update, and maintain Workato recipes, flows, and other automations for both internal partner teams and external partner sales reps

Partner Program & Tier Management

• Monitor partner health metrics via dashboards and reports, proactively flagging at-risk partners and coordinating tier changes as program milestones are met

• Ensure that every partner is compliant with their Tier in the respective regions.

Partner Onboarding

• Own end-to-end partner onboarding operations, including account provisioning, system access setup, and tracking progress against first-90-day milestones

• Evaluate and onboard new business partners in coordination with the partner team, ensuring a smooth and consistent experience from sign to activation

Systems & Data 

• Maintain CRM and PRM data integrity, including partner records, field accuracy, and workflow configurations that support clean reporting and reliable operations

• Serve as the operational liaison for system and product updates, ensuring partners have current and accurate information to effectively position and sell

• Manage the tech stack and data in APAC and EMEA regions related to the Partner Portal

Reporting & Governance 

• Build and maintain Sigma Dashboards that will surface insights to leadership and partner stakeholders. 

• Manage the partner deal and referral pipeline, flagging stalled opportunities and coordinating with the right internal stakeholders to keep deals moving

Requirements

Qualifications / Experience / Technical Skills

• 2–4 years of experience in partner operations, sales operations, revenue operations, or a related field in a SaaS or high-growth environment

• Familiarity with tools such as Allbound, Partner Page, Sigma, Salesforce is a strong plus.

• Familiarity with partner ecosystems, channel sales models, or SaaS go-to-market structures

• Experience building or managing automation workflows; Workato experience is a strong plus

• Strong analytical skills with the ability to build and interpret reports and dashboards; experience with Salesforce or similar CRM required

• Demonstrated ability to build and document scalable business processes from the ground up

• Experience managing partner enablement resources, LMS tools, or onboarding programs preferred

• Strong project management skills with the ability to coordinate across multiple stakeholders and departments simultaneously

• Excellent written and verbal communication skills

Soft Skills / Personal Characteristics

• You care deeply — We take pride in our work and aim to create meaningful impact for our customers and teammates. We pay attention to the details, think ahead, and hold ourselves to a high bar. Excellence isn’t optional — it’s part of who we are.

• No task is beneath us —We do what needs to be done. Titles and ego never outweigh team success.

• We communicate clearly and respectfully — Clarity is kindness. We are direct, open, and timely in our communication. We say what we mean, listen thoughtfully, and ensure no one is left guessing.

• We stay curious and keep improving — We challenge assumptions, explore new ideas, and continuously look for better ways to operate. Growth requires curiosity, courage, and a willingness to evolve.

• We act with integrity — Trust is earned over time and can be lost in a moment. We do what is right — even when it’s inconvenient or difficult. Integrity guides every decision we make.

• We are committed to impact — Great results require ownership and dedication. We step up when it matters, support one another, and stay focused on delivering meaningful outcomes for our customers and team.

(REQ ID: 2660)

Responsibilities

We are seeking an exceptional Customer Success Operations Associate to join our expanding team. In this role, you will: 

• Learn how SaaS businesses work and what the key KPIs and metrics are for post sales teams

• Collaborate with Customer Success, Technical Services, Sales, Product, BT, and Operations team members to support strategic initiatives aimed at improving customer outcomes

• Provide day-to-day operational support to CS teams & Operations leadership in highly organized manner

• Utilize OpenAI/Claude extensively to modernize and improve day-to-day operations

• Become proficient in the Workato platform, to maintain, troubleshoot, enhance and build new automations 

• Write extensive business process and technical documentation for existing and new processes 

• Partner closely with the CS Data Analytics team to improve upstream data accuracy in various systems

• Translate new business needs into scalable operational solutions, including system enhancements, process improvements, and reporting frameworks

• Take ownership of daily and weekly tasks that bolster various business processes

• Help with rigorous UAT before deploying new sets of analysis, automations, or process improvements

Requirements

Qualifications / Experience / Technical Skills

• Education: Bachelor's degree required. Business or technical focus preferred

• Able to commit to a 12 month role

• Diligent thinker who gets things done without overlooking important details

• Strong quantitative capabilities with a passion for numbers and analytics

• Intermediate SQL knowledge

• Very strong in AI prompting and creative application of AI

• Hyper organized 

• Experience working with CRMs, preferably Salesforce

• Experience automating business processes, preferably with Workato 

Soft Skills / Personal Characteristics

• Self-starter with the ability to drive projects from inception to completion.

• Natural drive for innovation and creative problem-solving.

• Exceptional attention to detail and follow-through.

• Excellent interpersonal skills, high energy, and enthusiasm; team-oriented, with strong cross-group collaboration skills. 

• Manage multiple concurrent projects with various deadlines.

• Strong analytical skills, adept at pulling, analyzing, and communicating business insights.

(REQ ID: )