Workato logo
Workato

Workato is a computer software company that has developed an enterprise automation platform with easy-to-use automation and integrations. The company fosters a collaborative, diver

Staff Domain Expert, Customer Support

Location

United States

Posted

65 days ago

Salary

$150K - $180K / year

Seniority

Lead

No structured requirement data.

Job Description

Staff Domain Expert, Customer Support

Workato

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 We are looking for an exceptional Staff Domain Expert, Customer Support to join our growing AI Business Solutions team. In this role, you will serve as the domain expertise and product management engine for Workato's Customer Support AI agents and apps — translating deep knowledge of CX, service operations, and support workflows into production-grade AI agents and apps that drive measurable customer outcomes. You will also be responsible for: - Leading the discovery and capture of Customer Support-domain AI agent and app concepts through customer engagement, field collaboration, and internal research — building a library of high-value AI use cases across support, service delivery, and CX functions - Authoring PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment - Running targeted AI workshops with top Customer Support accounts — facilitating hands-on sessions that accelerate AI agent adoption and produce referenceable, production-grade customer outcomes - Partnering with Workato's internal teams to bring learnings from customer engagements back to the business — ensuring Workato itself is the leading example of what AI transformation looks like in practice - Collaborating with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion - Developing Customer Support-specific AI thought leadership, POVs, and customer stories that demonstrate Workato's impact across service and CX organizations - Working with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas Requirements Qualifications / Experience / Technical Skills - 7+ years in a customer-facing or domain specialist role with a Customer Support or CX focus (e.g., support operations, service delivery, ITSM, or solutions consulting for CX/support technology) - Deep understanding of Customer Support technology, workflows, and personas (VP CX, Head of Support, ITSM leads, CS Ops) across multiple industries - Experience scoping and delivering automation or AI solutions in support environments; familiarity with tools such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk, or similar - Experience with AI tools, large language models, or agentic workflow platforms; hands-on experience with Workato (AI agents, automation recipes, integration platforms) is a strong plus - Ability to translate business problems into structured product requirements (PRD authorship or equivalent) - Proven track record influencing revenue — through quota-carrying roles, pipeline generation, or expansion in a customer-facing capacity - Located in North America with flexibility to travel Soft Skills / Personal Characteristics - Ownership mindset — operates end-to-end from concept capture to production deployment with no handoff gaps - Velocity over consensus — iterates fast, finds the gaps, and acts on the growth edge rather than waiting for everyone to align - Customer-first — every use case starts and ends with a real customer problem; outcomes over optics - Comfortable building in ambiguity — creates new playbooks rather than fitting into established ones - Communicates credibly with senior buyers — can engage VPs of CX, Heads of Support, and service leaders as a peer and hold the room - 10X thinker — identifies bets that 10x customer value, not incremental improvements The estimated pay for this role tanges between $150,000 – $180,000 plus variable, benefits, perks and equity. Job Req ID: 2669

Related Job Pages

More Customer Support Jobs

Utility Warehouse logo

Software Engineer - Lifecycle Customer

Utility Warehouse

The UK’s only genuine, multiservice utility provider trusted by over 800,000 customers across the UK.

Customer Support65 days ago
Full TimeRemoteTeam 1,001-5,000Since 1996H1B No Sponsor

Company Description Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. The challenge For our Customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch. Our proposition to Customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting. Learn more about life in our Tech teams here. Got your attention? Read on… Job Description We are looking for a backend-focused Software Engineer who thrives on autonomy and enjoys solving complex distributed systems problems. You should be a collaborative individual who values pragmatism, possesses strong communication skills, and is eager to learn from senior engineers. We work together. Your team and the people you will work with… We work in small, fully autonomous teams that have real ownership of their products. We use the best tool for the job and constantly look for better. You will join the Lifecycle team, the home of multi-service sales at Utility Warehouse. Our team helps power UW's growth engine, building the tools that help drive Customer acquisition and in-life cross-sell. We're in an exciting period of innovation, tackling scale-driven problems to raise the bar on digital experience for Customers and Partners alike. We deliver progress. What you’ll do and how you will make an impact. As a Software Engineer in the Lifecycle team, you will build robust, reliable backend systems and APIs that power our growth. You're responsible for the backend services that sit behind some of UW's most critical Customer journeys, from the moment someone signs up, to deepening their relationship with us over time. In this role, you'll: - Build and integrate backend APIs in Go that power Customer acquisition and cross-sell journeys, working closely with frontend engineers, product managers, and business stakeholders - Work with Go, Kafka, Kubernetes, Postgres, and MongoDB, gaining hands-on experience with event-driven systems and modern observability practices - Design and implement technical solutions within existing architectures and standards - Balance quality and progress by addressing technical debt and ensuring services remain maintainable. - Engage with UW's wider backend engineering community, learning from and contributing to shared standards and practices across teams - Support junior engineers through pairing and code review, sharing knowledge as you grow in the role Qualifications We put people first. It’s all about you.. Technical Skills & Experience: - Solid, hands-on production experience with Go. - Awareness of GraphQL and its application in API design. - Familiarity with Docker and Kubernetes. - Experience with CI/CD tools such as GitHub Actions or ArgoCD. - A proven track record in test automation and writing production-grade code. - The ability to work effectively within agile, iterative environments. Additional Information Why join UW? We have big ambitions, which means plenty of challenges to tackle and solutions for you to build. We’re looking for people who want to roll up their sleeves and get involved. Our benefits: - Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation. - Performance bonus: An annual discretionary bonus ranging from 15-40%. - Flexible working: We’re a remote-first business. - Work-life balance: We offer an optional four-day working week (90% pay for 90% impact). - Work from anywhere: You can work abroad for up to three weeks, twice every tax year. - Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year. - UW discounts: Save on our services and get a free Cashback Card. You’ll also get access to 100s of rewards and discounts through Perkbox - Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary). - Family first: Policies designed to help you and your family thrive. - Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership. - Sabbaticals: An eight-week paid sabbatical after four years of service. - A commitment to helping you develop your career journey through learning, coaching and new experiences. - Inclusion: Join belonging groups that help shape our culture. - Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’. Apply now You’ve made it this far... hit apply! We can’t wait to hear from you. Worried you don’t hit every single bit of the criteria? We welcome applications from all backgrounds. If you’re a go-getter with a great heart, get your application in and let’s chat. Nomfundo Mkhize will be your point of contact throughout the process. Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment. - Employment Status: Full-Time

United Kingdom
Job Closed
Utility Warehouse logo

Associate Software Engineer - Lifecycle Customer

Utility Warehouse

The UK’s only genuine, multiservice utility provider trusted by over 800,000 customers across the UK.

Customer Support65 days ago
Full TimeRemoteTeam 1,001-5,000Since 1996H1B No Sponsor

Company Description Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. The challenge For our Customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch. Our proposition to Customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting. Learn more about life in our Tech teams here. Got your attention? Read on… Job Description We are looking for a backend-focused Software Engineer who thrives on autonomy and enjoys solving complex distributed systems problems. You should be a collaborative individual who values pragmatism, possesses strong communication skills, and is eager to learn from senior engineers. We work together. Your team and the people you will work with… We work in small, fully autonomous teams that have real ownership of their products. We use the best tool for the job and constantly look for better. You will join the Lifecycle team, the home of multi-service sales at Utility Warehouse. Our team helps power UW's growth engine, building the tools that help drive Customer acquisition and in-life cross-sell. We're in an exciting period of innovation, tackling scale-driven problems to raise the bar on digital experience for Customers and Partners alike. We deliver progress. What you’ll do and how you will make an impact. As a Software Engineer in the Lifecycle team, you will build robust, reliable backend systems and APIs that power our growth. You're responsible for the backend services that sit behind some of UW's most critical Customer journeys, from the moment someone signs up, to deepening their relationship with us over time. In this role, you'll: - Build and integrate backend APIs in Go that power Customer acquisition and cross-sell journeys, working closely with frontend engineers, product managers, and business stakeholders - Work with Go, Kafka, Kubernetes, Postgres, and MongoDB, gaining hands-on experience with event-driven systems and modern observability practices - Design and implement technical solutions within existing architectures and standards - Balance quality and progress by addressing technical debt and ensuring services remain maintainable. - Engage with UW's wider backend engineering community, learning from and contributing to shared standards and practices across teams - Support junior engineers through pairing and code review, sharing knowledge as you grow in the role Qualifications We put people first. It’s all about you.. Technical Skills & Experience: - Solid, hands-on production experience with Go. - Awareness of GraphQL and its application in API design. - Familiarity with Docker and Kubernetes. - Experience with CI/CD tools such as GitHub Actions or ArgoCD. - A proven track record in test automation and writing production-grade code. - The ability to work effectively within agile, iterative environments. Additional Information Why join UW? We have big ambitions, which means plenty of challenges to tackle and solutions for you to build. We’re looking for people who want to roll up their sleeves and get involved. Our benefits: - Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation. - Performance bonus: An annual discretionary bonus ranging from 15-40%. - Flexible working: We’re a remote-first business. - Work-life balance: We offer an optional four-day working week (90% pay for 90% impact). - Work from anywhere: You can work abroad for up to three weeks, twice every tax year. - Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year. - UW discounts: Save on our services and get a free Cashback Card. You’ll also get access to 100s of rewards and discounts through Perkbox - Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary). - Family first: Policies designed to help you and your family thrive. - Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership. - Sabbaticals: An eight-week paid sabbatical after four years of service. - A commitment to helping you develop your career journey through learning, coaching and new experiences. - Inclusion: Join belonging groups that help shape our culture. - Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’. Apply now You’ve made it this far... hit apply! We can’t wait to hear from you. Worried you don’t hit every single bit of the criteria? We welcome applications from all backgrounds. If you’re a go-getter with a great heart, get your application in and let’s chat. Nomfundo Mkhize will be your point of contact throughout the process. Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment. - Employment Status: Full-Time

United Kingdom
Job Closed
Utility Warehouse logo

Senior Software Engineer - Lifecycle Customer

Utility Warehouse

The UK’s only genuine, multiservice utility provider trusted by over 800,000 customers across the UK.

Customer Support65 days ago
Full TimeRemoteTeam 1,001-5,000Since 1996H1B No Sponsor

Company Description Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. The challenge For our Customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch. Our proposition to Customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting. Learn more about life in our Tech teams here. Got your attention? Read on… Job Description We are looking for a frontend-focused Senior Software Engineer who thrives on autonomy and enjoys solving complex problems at scale. You should be a player-coach who values collaboration, pragmatism, and low-ego teamwork. We work together. Your team and the people you will work with… We work in small, fully autonomous teams that have real ownership of their products. We use the best tool for the job and constantly look for better. You will join the Lifecycle team, the home of multi-service sales at Utility Warehouse. The team sits at the heart of UW's growth,alongside Acquisition, building tools for in-life cross-sell and bundling. We are currently in an exciting period of innovation, building new digital capabilities to meaningfully improve the experience for Customers and Partners alike. We deliver progress. What you’ll do and how you will make an impact. In this role, you will be integral to UW's growth engine. Owning the technical decisions that turn complex multi-service journeys into seamless experiences for Customers and Partners. As a Senior Software Engineer, you’ll: - Build seamless, performant experiences across both web (React/TypeScript) and mobile (React Native), ensuring a consistent feel whether a Customer is on the app or portal - Work across Customer-facing journeys and internal Partner tools, owning the end-to-end frontend experience for acquisition and cross-sell flows - Lead the development and modernisation of reusable React and React Native components, raising the bar for consistency and quality across the Lifecycle squad - Build seamless, performant experiences across both web (React/TypeScript) and mobile (React Native), ensuring a consistent feel whether a Customer is on the app or portal - Work across Customer-facing journeys and internal Partner tools, owning the end-to-end frontend experience for acquisition and cross-sell flows - Partner closely with designers and backend engineers to translate complex UX requirements into polished, production-ready interfaces - Integrate with GraphQL APIs to surface the right data at the right point in the customer journey, working closely with backend teams to shape the contract Qualifications We put people first. It’s all about you.. Technical Skills & Experience: - Strong experience in Web React using TypeScript. - Strong knowledge of developing mobile applications with React Native. - Experience with CI/CD tools and automated testing. - Familiarity with GraphQL or a genuine willingness to learn it. - Proven track record of mentoring mid-level engineers and modelling best practices. - Ability to thrive in agile, iterative environments. Additional Information Why join UW? We have big ambitions, which means plenty of challenges to tackle and solutions for you to build. We’re looking for people who want to roll up their sleeves and get involved. Our benefits: - Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation. - Performance bonus: An annual discretionary bonus ranging from 15-40%. - Flexible working: We’re a remote-first business. - Work-life balance: We offer an optional four-day working week (90% pay for 90% impact). - Work from anywhere: You can work abroad for up to three weeks, twice every tax year. - Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year. - UW discounts: Save on our services and get a free Cashback Card. You’ll also get access to 100s of rewards and discounts through Perkbox - Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary). - Family first: Policies designed to help you and your family thrive. - Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership. - Sabbaticals: An eight-week paid sabbatical after four years of service. - A commitment to helping you develop your career journey through learning, coaching and new experiences. - Inclusion: Join belonging groups that help shape our culture. - Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’. Apply now You’ve made it this far... hit apply! We can’t wait to hear from you. Worried you don’t hit every single bit of the criteria? We welcome applications from all backgrounds. If you’re a go-getter with a great heart, get your application in and let’s chat. Nomfundo Mkhize will be your point of contact throughout the process. Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment. - Employment Status: Full-Time

United Kingdom
Job Closed
Utility Warehouse logo

Senior Software Engineer - Lifecycle Customer

Utility Warehouse

The UK’s only genuine, multiservice utility provider trusted by over 800,000 customers across the UK.

Customer Support65 days ago
Full TimeRemoteTeam 1,001-5,000Since 1996H1B No Sponsor

Company Description Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. The challenge For our Customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch. Our proposition to Customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting. Learn more about life in our Tech teams here. Got your attention? Read on… Job Description We are looking for a backend-focused Senior Software Engineer who thrives on autonomy and solving complex distributed systems problems at scale. You should be a pragmatic, low-ego team player who enjoys a collaborative approach to engineering. As a player-coach, you will be comfortable mentoring mid-level engineers and modelling best practices within an agile, iterative environment. We work together. Your team and the people you will work with… We work in small, fully autonomous teams that have real ownership of their products. We use the best tool for the job and constantly look for better. You will join the Lifecycle team, the home of multi-service sales at Utility Warehouse. The team sits at the heart of UW's growth, alongside Acquisition, building tools for in-life cross-sell and bundling. We are currently in an exciting period of innovation, building new digital capabilities to meaningfully improve the experience for Customers and Partners alike. We deliver progress. What you’ll do and how you will make an impact. In this role, you will be integral to defining team goals and driving prioritisation to meet our objectives. You will take responsibility for technical decisions and influence engineering standards across the wider group. As a Senior Software Engineer, you’ll: - Be integral in defining team goals, ensuring proposed work aligns with our objectives and driving prioritisation to best achieve them. - Design and implement complex technical solutions that align with our strategy, influencing guidelines and standards across the wider engineering group. - Take responsibility for technical decisions within your team, demonstrating expertise across multiple technologies. - Own large technical features from design to completion, making well-informed trade-offs between progress and perfection. - Provide technical direction to your squad, proactively tackling debt and reducing complexity in our services and processes. - Develop a high-level understanding of our multi-service business model, leading discussions on how your squad's work contributes to the broader company strategy. - Teach our culture to others and mentor engineers via pairing and code reviews, fostering collaboration where all voices are heard. - Lead complex projects and discovery into unknowns, working well under pressure to drive the team forward. Qualifications We put people first. It’s all about you.. Technical Skills & Experience: - Strong experience building scalable backend services in Go. - Expertise in GraphQL API design and implementation. - Familiarity with cloud-native workflows, including Docker and Kubernetes. - Experience with CI/CD tools such as GitHub Actions or ArgoCD. - Proven track record in test automation and writing production-grade code. - Experience working within autonomous, product-focused teams. Additional Information Why join UW? We have big ambitions, which means plenty of challenges to tackle and solutions for you to build. We’re looking for people who want to roll up their sleeves and get involved. Our benefits: - Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation. - Performance bonus: An annual discretionary bonus ranging from 15-40%. - Flexible working: We’re a remote-first business. - Work-life balance: We offer an optional four-day working week (90% pay for 90% impact). - Work from anywhere: You can work abroad for up to three weeks, twice every tax year. - Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year. - UW discounts: Save on our services and get a free Cashback Card. You’ll also get access to 100s of rewards and discounts through Perkbox - Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary). - Family first: Policies designed to help you and your family thrive. - Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership. - Sabbaticals: An eight-week paid sabbatical after four years of service. - A commitment to helping you develop your career journey through learning, coaching and new experiences. - Inclusion: Join belonging groups that help shape our culture. - Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’. Apply now You’ve made it this far... hit apply! We can’t wait to hear from you. Worried you don’t hit every single bit of the criteria? We welcome applications from all backgrounds. If you’re a go-getter with a great heart, get your application in and let’s chat. Nomfundo Mkhize will be your point of contact throughout the process. Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment. - Employment Status: Full-Time

United Kingdom
Job Closed