Staff Domain Expert, Customer Support

About the role

Workato is seeking a high-level technical authority to join our Customer Support organization. This role focuses on providing deep product expertise and strategic guidance to ensure our users achieve maximum value from our automation and integration platform. The Staff Domain Expert will act as the definitive technical authority for the Workato platform, resolving the most intricate customer escalations that standard support tiers cannot address. This position requires a strategic mindset capable of translating complex technical issues into clear business impact and resolution pathways. The hire will own the end-to-end resolution of mission-critical incidents that span multiple integrations and architectural layers. They will serve as the primary consultant for customers designing large-scale, enterprise-grade automation strategies. Ultimately, this role is responsible for elevating the quality of technical support across the organization while safeguarding customer trust in the reliability of the Workato platform.

Key facts

What you'll do

• Serve as the senior technical escalation point for complex customer inquiries regarding the Workato platform, diagnosing issues that require deep architectural knowledge.
• Collaborate with internal product and engineering teams to address platform challenges and translate customer feedback into actionable insights that influence product roadmaps.
• Develop and maintain advanced technical documentation and training materials for internal teams and customers, ensuring accuracy and relevance to evolving platform features.
• Provide expert-level guidance on enterprise iPaaS, API management, and data orchestration workflows, helping customers design scalable and secure integration strategies.
• Mentor junior support staff to elevate the overall technical proficiency of the department, fostering a culture of knowledge sharing and continuous learning.
• Analyze recurring customer issues to identify systemic gaps in platform functionality or documentation, driving improvements that reduce repeat escalations.
• Partner with sales and professional services teams to assess technical feasibility during pre-sales engagements, ensuring accurate scoping and expectation setting.
• Lead root cause analysis for critical outages or performance issues, coordinating with cross-functional teams to implement timely and effective resolutions.
• Champion best practices for API governance and lifecycle management, guiding customers through versioning, deprecation, and security protocols.
• Evaluate emerging integration patterns and automation trends to ensure support strategies remain at the forefront of enterprise technology adoption.
• Act as a subject matter expert in customer meetings and workshops, articulating complex concepts related to workflow automation, connectors, and runtime infrastructure.
• Drive initiatives to improve the customer support experience by leveraging data from support interactions to refine knowledge bases and self-service tools.

Requirements

• Extensive experience in a technical support or customer-facing engineering role within a SaaS environment, with a proven track record of handling complex technical escalations.
• Deep understanding of integration platforms, API management, and enterprise automation architectures, including synchronous and asynchronous messaging patterns.
• Proven ability to troubleshoot complex, multi-system integration issues, including those involving legacy systems, cloud services, and on-premises infrastructure.
• Strong communication skills with the ability to explain technical concepts to both developers and business stakeholders, ensuring clarity without sacrificing technical accuracy.
• Demonstrated commitment to a customer-first approach in all problem-solving activities, prioritizing customer success and satisfaction in every interaction.
• Experience working with enterprise-scale environments that involve high-volume transaction processing, strict security requirements, and regulatory compliance.
• Familiarity with diagnostic tools, log analysis, and API monitoring techniques to isolate issues in distributed integration workflows.
• Ability to work independently with minimal supervision, managing multiple complex cases simultaneously while maintaining attention to detail and accuracy.

Skills & tools

• Expertise in Enterprise iPaaS and workflow automation, including the design, execution, and optimization of integration pipelines.
• Proficiency in API management and data orchestration, with knowledge of RESTful services, webhooks, schema transformation, and error handling.
• Familiarity with low-code application development and robotic process automation (RPA), understanding how these technologies integrate with broader automation strategies.
• Knowledge of B2B/EDI and intelligent document processing (IDP) workflows, including parsing, validation, and integration with enterprise resource planning systems.
• Experience with cloud platforms such as AWS, Azure, and Google Cloud, and understanding of how they interact with integration middleware.
• Proficiency in scripting and query languages relevant to integration scenarios, including but not limited to JSON, XML, and SQL.
• Understanding of security frameworks and identity management protocols, including OAuth, SAML, and API key management practices.
• Familiarity with CI/CD principles as they apply to integration pipelines and the deployment of automation solutions.

Practical notes

• Benefits include health insurance, stock options, an employee assistance program, and referral bonuses.
• The company provides dedicated budgets for professional development and training.
• Workato emphasizes flexible working arrangements to support employee wellness and work-life balance.
• This role requires occasional travel to customer sites or Workato offices as needed to support critical engagements.
• Candidates must be eligible to work in the United States without sponsorship for this position, as Workato does not currently sponsor work visas for this role.
• The listed locations indicate where this role may be based or require presence, and candidates should be prepared to work from one of these designated cities.