Director, Product Support

About Workato 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 workato.com . 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 best company for remote workers Responsibilities 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. Support Transformation Position the support team as a strategic differentiator. Diagnose and fix the root causes behind slow time-to-resolution and other operational issues. Redesign the escalation model: raise the bar for valid escalations, fix handoff standards, and reduce process bottlenecks. Overhaul the Technical Assistance Request (TAR) process to match enterprise SLA expectations and eliminate CSM ticket-expediting Shift team culture and metrics from first-response SLA to time-to-resolution and customer outcome ownership and build accountability systems. 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. AI-Powered Operations Drive in-flight AI initiatives (ticket triage, Freshdesk MCP) into production; deploy IRO deflection tooling. Integrate log-access MCP servers into frontline workflows; build LLM-assisted ticket enrichment for cleaner escalations. Use ticket data as a product intelligence pipeline and surface recurring pain points to the roadmap. Enterprise Developer Support Build specialized technical ... (truncated, view full listing at source)