About Workato

Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful. 

Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.

We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning. 

Why join us?

Ultimately, 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 for team players who want to actively build our company. 

But, 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. 

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

  • Business Insider named us an “enterprise startup to bet your career on”

  • Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

  • Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

  • Quartz ranked us the #1 large company for remote workers

All full-time regular employees in the Philippines will also have the following benefits:

  • Workato Stock Options at one of Silicon Valley’s fastest growing startups

  • HMO coverage from day 1 of employment

  • Paid service incentives leaves upon joining

  • Enhanced maternity/parental leave benefits for new parents

  • Life insurance

  • Php 50,000 annual professional development fund 

  • Php 2,500 Work From Home allowance 

  • Performance bonus

Responsibilities

We are looking for an exceptional Product Support Analyst to join our growing team. In this role, you will be play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds. You will also be responsible for:

  • Being a team member of Level 2 product support team located in the Philippines to ensure 24/7 product support for US, EMEA and APAC region

  • Providing application product support for customers within USA, EMEA and Asia Pacific

  • Independently debugging and proposing resolution/work-around for complex product issues

  • Identifying errors and causes and manage resulting action items to completion

  • Coordinating across various teams to effectively manage product issues and product engineering requests

  • Responding to daily user requests, incidents and follow up on problems in a timely manner via live chat and email

  • Ensuring issues are reported, tracked, followed up and escalated timely

  • Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary

  • Coordinating and following up with Product team to ensure permanent fix is prioritized, planned and delivered

  • Supporting change management process and application releases
  • Communicating and providing status updates on issues to business users, management team and other stakeholders

  • Documenting solutions to customer issues, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications

Requirements

Technical Skills

  • A Bachelor of Science Degree in Computer Engineering, Computer Science, or Information Technology

  • Fresh graduates from any IT-related bachelor’s degree course with excellent English communication skills are welcome to apply

  • Good 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)

Soft Skills

  • Excellent Verbal and Written English communication skills

  • Good team player with strong analytical, communication and interpersonal skills

  • Results and client orientation

  • Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

  • Excellent client management

  • Keen to learn new applications and software

  • The availability to work full-time ASAP

  • Willingness to work on Shifting Schedules

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