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Product Support Engineer

Product Support Engineer role in Alabang, Philippines, 24x7 support.
Workato
On-Site
Philippines
Undisclosed salary
Job Description
Workato is seeking a Product Support Engineer to join their 24x7 team in Alabang, Philippines. The Product Support Engineer will play a crucial role in ensuring customers receive the best support experience possible. They will be responsible for understanding customer issues, identifying problems, and providing timely and practical solutions. Workato is a leader in enterprise orchestration, helping businesses streamline operations by connecting data, processes, applications, and experiences.

Responsibilities include:
  • Providing 24x7 support, including morning, mid, and overnight shifts.
  • Processing Level 3 support tickets and assisting with chat volume.
  • Assisting with advanced technical escalations from Product Support Analysts.
  • Taking ownership of SDK, OEM, and Platform issues, providing SME-level support.
  • Coordinating the resolution of issues with internal and external teams.
  • Handling client escalations and ensuring timely issue reporting and follow-up.
  • Participating in product team meetings and process improvement reviews.
  • Conducting training for new team members.
  • Identifying improvement opportunities and completing projects to enhance customer experience.
  • Updating knowledge base documentation.

Requirements:
  • 2+ years of experience in a Technical Implementation, Professional Services, or Technical Consulting role, preferably in a SaaS/iPaaS company.
  • Passion for customer success.
  • Advanced knowledge of integration/automation technology (a plus).
  • Advanced knowledge of business applications (e.g., Salesforce, Google Suites, QuickBooks).
  • Excellent 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.
  • Growth mindset and design-thinking approach to problem-solving.
  • Entrepreneurial drive and comfort in a fast-changing environment.
  • Passion for automation and customer success.
  • Willingness to work on a shifting schedule.

Workato offers:
  • A flexible, trust-oriented culture.
  • A vibrant and dynamic work environment.
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Workato

Workato is a leader in enterprise orchestration, transforming technological complexities into business opportunities for a global customer base. Its AI-powered platform connects data, processes, applications, and experiences, streamlining operations and enabling real-time management of complex workflows. Serving over 400,000 customers, Workato empowers businesses of all sizes to navigate complex workflows, foster innovation, and drive efficiency. The company offers solutions that promote business agility in a rapidly evolving landscape.

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