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Director, Product Support

April 29, 2026

<div class="content-intro"><h1>About Workato</h1> Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility. Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at <a class="c-link c-link--underline" href="http://workato.com/" target="_blank" data-stringify-link="http://workato.com" data-sk="tooltip_parent">workato.com</a>. <h1>Why join us?</h1> 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 <a href="http://www.workato.com/careers">along with a multitude of benefits</a> 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: <ul> <li style="font-weight: 400;"> <a href="https://www.businessinsider.com/47-enterprise-startups-to-bet-your-career-on-in-2020-2019-12">Business Insider</a> named us an “enterprise startup to bet your career on” </li> <li style="font-weight: 400;"> <a href="https://www.forbes.com/cloud100/#a57477b5f941">Forbes’ Cloud 100</a> recognized us as one of the top 100 private cloud companies in the world </li> <li style="font-weight: 400;"> <a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html">Deloitte Tech Fast 500</a> ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America </li> <li> <a href="https://qz.com/work/2053446/the-best-companies-for-working-from-home/">Quartz</a> ranked us the #1 best company for remote workers </li> </ul></div><h1>Responsibilities</h1> Workato is winning enterprise customers who have chosen us over entrenched incumbents. How well we support them in the first 12-24 months will determine whether they stay, expand, and advocate for us, or quietly begin evaluating alternatives. Workato's support organization is at an inflection point. The patterns that worked at commercial scale (first-response SLA compliance, reactive ticket management, escalation-heavy workflows) are no longer sufficient for the enterprise customers we are winning and must retain. The gap between where our support capability is today and where it needs to be for this customer tier is real, recognized, and addressable. We are hiring a Director, Product Support to close this gap and drive the transformation. You will inherit a team with genuine capability and promising AI initiatives, and will build on that foundation to create a support function that is a competitive differentiator, not a source of CSM overhead and customer frustration. If you have rebuilt support organizations, lived inside the enterprise integration world, and want to lead a transformation that directly impacts Workato's ability to win at the enterprise level, this is that role. <h4>Support Transformation</h4> <ul> <li> Position the support team as a strategic differentiator. </li> <li> Diagnose and fix the root causes behind slow time-to-resolution and other operational issues. </li> <li> Redesign the escalation model: raise the bar for valid escalations, fix handoff standards, and reduce process bottlenecks. </li> <li> Overhaul the Technical Assistance Request (TAR) process to match enterprise SLA expectations and eliminate CSM ticket-expediting </li> <li> Shift team culture and metrics from first-response SLA to time-to-resolution and customer outcome ownership and build accountability systems. </li> <li> Establish and operationalize the Named Engineer model — dedicated primary and backup engineers assigned to Workato’s top 20 enterprise accounts, matched to each account’s tech stack and business context. </li> </ul> <h4>AI-Powered Operations</h4> <ul> <li> Drive in-flight AI initiatives (ticket triage, Freshdesk MCP) into production; deploy IRO deflection tooling. </li> <li> Integrate log-access MCP servers into frontline workflows; build LLM-assisted ticket enrichment for cleaner escalations. </li> <li> Use ticket data as a product intelligence pipeline and surface recurring pain points to the roadmap. </li> </ul> <h4>Enterprise & Developer Support</h4> <ul> <li> Build specialized technical capability focused on developers using Workato through API-first and embedded deployments, Enterprise MCP integrations, and agentic workflow implementations. </li> <li> Develop technical support for developers on API-first, Enterprise MCP, and agentic deployments; create self-serve pathways to reduce ticket volume. </li> <li> Ensure the team has depth in REST/SOAP APIs, webhooks, OAuth, event-driven architectures, and the Workato SDK and recipe framework. </li> <li> Create developer-facing support pathways including documentation, sandbox environments, and community tooling that reduce ticket volume while increasing developer satisfaction. </li> <li> Partner with Product and Engineering to close feedback loops on developer experience issues surfaced through support. </li> </ul> <h4>Team & Cross-Functional</h4> <ul> <li> Lead and grow the Philippines-based team and a small extension team in India, recruit support engineers and architects with depth to engage enterprise technical stakeholders. </li> <li> Lead and coach the management team on operational discipline, quality management, and how they think about customer outcomes — not just metrics. </li> <li> Run structured quality reviews with each manager as a coaching tool, not a reporting exercise. </li> <li> Build career paths, competency frameworks, and AI fluency as a core skill requirement across all support roles. </li> <li> Identify high performers early and invest in their growth. Identify low performers early and act - do not leave either group in ambiguity. </li> <li> Partner with CCE, CSM, Engineering, and Product on clean handoffs, shared accountability, and feedback loops. </li> </ul> <h1>Requirements</h1> <h3>Qualifications / Experience / Technical Skills</h3> <h4>Experience</h4> <ul> <li> 10+ years in enterprise technical support or support engineering; 2–4 years in a senior manager or director-level role. </li> <li> Hands-on experience with one or more legacy iPaaS platforms. </li> <li> Demonstrated track record improving support operations: resolution time, escalation rates, CSAT. </li> <li> Experience leading teams in the Philippines or broader APAC. </li> </ul> <h4>Technical Depth</h4> <ul> <li> Able to review integration logs and guide engineers through root cause analysis without defaulting to engineering escalation. </li> <li> Working knowledge of REST/SOAP APIs, OAuth, SAML/SSO, event-driven architecture, cloud infrastructure (AWS/Azure/GCP). </li> </ul> <h3>Soft Skills / Personal Characteristics</h3> <h4>Leadership Qualities</h4> <ul> <li> Change agent. Diagnoses entrenched problems and drives transformation without burning the team. </li> <li> Outcome-oriented, data-driven, and collaborative by default across CCE, CSM, Engineering, and Product. </li> <li> Confident communicator who can represent Support with senior leadership and enterprise customer stakeholders. </li> </ul> <h4>(REQ ID: 2699)</h4>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...