Product Support Analyst

Workato is seeking a Product Support Analyst to join their 24x7 team in Sofia, Bulgaria. Workato transforms technology complexity into business opportunity. The company is the leader in enterprise orchestration, helping businesses globally streamline operations by connecting data, processes, applications, and experiences. Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world.

The Product Support Analyst will play a crucial role in ensuring customers receive the best support experience. This involves understanding customer issues, identifying problems, and providing timely and practical solutions.

Responsibilities:

• Provide application product support for customers within North America, EMEA and Asia Pacific
• Debug and propose resolutions for complex product issues
• Identify errors and manage action items to completion
• Coordinate across teams to manage product issues and requests
• Respond to user requests and follow up on problems via live chat, email, and ticketing system
• Ensure issues are reported, tracked, and escalated timely
• Coordinate with the Product team for permanent fixes
• Support change management process and application releases
• Communicate status updates to business users and stakeholders
• Document solutions and contribute to the knowledge base

Requirements:

• A Degree in Computer Engineering, Computer Science, or Information Technology is helpful
• General knowledge of integration/automation technology is helpful
• Effective technical troubleshooting and debugging skills
• Some knowledge of business applications preferred (e.g. Salesforce, Google Suites, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)
• Excellent verbal and written English communication skills
• Strong analytical, communication, and interpersonal skills
• Excellent organization and time management skills
• Ability to work independently with minimal supervision
• Client management skills with empathy and understanding
• Keenness to learn new applications and software
• Growth mindset and design-thinking approach to problem-solving
• Entrepreneurial drive and comfort in fast-changing environments
• Passion for automation and its business value
• Availability to work full-time and willingness to work on shifting schedules

Workato Offers:

• A vibrant and dynamic work environment
• A flexible, trust-oriented culture
• Opportunity to take full ownership of their roles