{"id":1458897,"url":"https://alion.io/job/workato-customer-centric-engineer-us-market","title":"Customer Centric Engineer (US Market)","company":{"id":58898,"name":"Workato","domain":"workato.com","url":"https://alion.io/company/workato","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":22,"ghost_share":0,"stale_share":0.545,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":["US","IN"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":17500,"max_usd":37000,"period":"year","method":"role_seniority_country_cell","sample_n":11},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LLM","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Ruby","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Apache Kafka","optional":true},{"name":"ClickHouse","optional":true},{"name":"Go","optional":true},{"name":"Java","optional":true},{"name":"Python","optional":true},{"name":"Redis","optional":true}],"status":"live","first_seen_at":"2026-06-10T14:53:36Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-13T20:09:32Z","board_verified":true,"closed_at":null,"days_open":125,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":125},"description":"About Workato\nWorkato is the leading Control and Execution Platform for Enterprise AI - the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 - including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors - Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit workato.com.\nWhy join us?\nUltimately, 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 forteam players who want to actively build our company. \nBut, 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. \nIf this sounds right up your alley, please submit an application. We look forward to getting to know you!\nAlso, feel free to check out why:\nBusiness Insider named us an “enterprise startup to bet your career on”\nForbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world\nDeloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America\nQuartz ranked us the #1 best company for remote workers\nThis role requires working during USA working hours (8:00 pm - 5:00 am IST)\nResponsibilities\nWe are hiring a Customer Centric Engineer to join our Global Customer Centric Engineering team and help deliver Customer satisfaction by solving the toughest technical customer escalations fast and championing a trust strategy throughout the company.\nThe Customer Engineering team sits at the intersection of Product Engineering and our Success and Support organization, acting as the deepest technical escalation layer for our most critical customer issues. As a Customer Centric Engineer on this team, you will own the end-to-end lifecycle of complex technical escalations - from root cause analysis through code-level fixes - while also driving long-term improvements to how Workato is built, debugged, and supported at scale.\nThis role requires both the depth of a engineer and the communication range to work fluidly across engineering, support, and customer-facing teams. You will also play a key role in how we adopt AI across our support workflows, tooling, and troubleshooting processes - finding practical ways to apply emerging capabilities to real operational problems.\nIn this role, you will also be responsible to:\nOwn complex technical escalations from our Success and Support teams, applying programming, database, API, and UI expertise to resolve critical customer issues end-to-end.\n\nIdentify root causes using systematic troubleshooting techniques and full access to R&D tooling, systems, and codebases.\n\nLeverage AI tools and techniques - including LLM-assisted log analysis, code search, and pattern recognition - to accelerate root cause identification and reduce mean time to resolution.\n\nDig into source code to propose test cases, reproduce defects, and deliver or recommend fixes to Product Engineering.\n\nBuild and maintain internal diagnostic tools and utilities - including AI-assisted tooling - that improve support efficiency and reduce time-to-resolution across Workato teams.\n\nCommunicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfaction.\n\nMentor Support engineers on technical concepts, debugging approaches, and best practices.\n\nAuthor and maintain internal knowledge base documentation to reduce repeat escalations and build team capability.\n\nBuild trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expert.\n\nChampion supportability and debuggability initiatives within Product Engineering, ensuring new features are built with observability and diagnosability in mind.\n\nIdentify and drive AI-powered process improvements across the escalation lifecycle - from triage and classification to documentation generation and knowledge base maintenance.\n\nRequirements\nQualifications / Experience / Technical Skills\nBS/MS in Computer Science, Computer Engineering, Information Systems, or equivalent practical experience.\n\n3+ years of hands-on software engineering experience, including time in a customer-facing or escalation engineering role.\n\nStrong proficiency in Ruby (our core language); \n\nGood understanding of network protocols and distributed systems.\n\nExperience working in SaaS environments and with cloud infrastructure technologies.\n\nFamiliarity with both relational databases (e.g., PostgreSQL) and NoSQL data stores.\n\nSoft Skills / Personal Characteristics\nPassionate about solving hard technical problems and recommending meaningful improvements to products and processes.\n\nExcellent written and verbal communication skills - equally comfortable writing a sharp bug report, a knowledge base article, or presenting a root cause analysis to senior leadership.\n\nCurious, detail-oriented, and personally invested in doing the work right - you find loose ends and pull on them.\n\nComfortable working across engineering, support, and customer-facing teams on high-visibility issues where the stakes are real.\n\nNice to have\nExperience building internal tooling or developer productivity infrastructure.\n\nHands-on experience applying AI or LLMs to engineering workflows - such as automated log triage, anomaly detection, code generation, or intelligent search.\n\nFamiliarity with observability platforms, log analysis, or APM tools.\n\nProficiency in one or more of: Go, Python, or Java - particularly for scripting, automation, or service-level work.\n\nFamiliarity with Kafka, Redis, ClickHouse, PostgreSQL, or similar technologies.\n\n(REQ ID: 2811)","description_format":"text","description_chars":6114,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","AI Agents","Integration & API Management"],"lifecycle":[{"event":"open","at":"2026-09-29T11:11:33Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.565,"p_room":0.28,"age_days":124,"expected_fill_days":60,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/workato-customer-centric-engineer-us-market","json_url":"https://alion.io/job/workato-customer-centric-engineer-us-market.json","meta":{"generated_at":"2026-10-13T23:26:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35709,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58898},"rest":"https://alion.io/mcp/rest/get_company?id=58898"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fworkato-customer-centric-engineer-us-market"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fworkato-customer-centric-engineer-us-market"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fworkato-customer-centric-engineer-us-market"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/workato-customer-centric-engineer-us-market\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fworkato-customer-centric-engineer-us-market"}]}