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 capability  focused on developers using Workato through API-first and embedded deployments, Enterprise MCP integrations, and agentic workflow implementations.

• Develop technical support for developers on API-first, Enterprise MCP, and agentic deployments; create self-serve pathways to reduce ticket volume.

• Ensure the team has depth in REST/SOAP APIs, webhooks, OAuth, event-driven architectures, and the Workato SDK and recipe framework.

• Create developer-facing support pathways including documentation, sandbox environments, and community tooling that reduce ticket volume while increasing developer satisfaction.

• Partner with Product and Engineering to close feedback loops on developer experience issues surfaced through support.

Team & Cross-Functional

• 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.

• Lead and coach the management team on operational discipline, quality management, and how they think about customer outcomes - not just metrics.  

• Run structured quality reviews with each manager as a coaching tool, not a reporting exercise.

• Build career paths, competency frameworks, and AI fluency as a core skill requirement across all support roles.

• Identify high performers early and invest in their growth. Identify low performers early and act - do not leave either group in ambiguity.

• Partner with CCE, CSM, Engineering, and Product on clean handoffs, shared accountability, and feedback loops.

Requirements

Qualifications / Experience / Technical Skills

Experience

• 10+ years in enterprise technical support or support engineering; 2-4 years in a senior manager or director-level role.

• Hands-on experience with one or more legacy iPaaS platforms. 

• Demonstrated track record improving support operations: resolution time, escalation rates, CSAT.

• Experience leading teams in the Philippines or broader APAC.

Technical Depth

• Able to review integration logs and guide engineers through root cause analysis without defaulting to engineering escalation.

• Working knowledge of REST/SOAP APIs, OAuth, SAML/SSO, event-driven architecture, cloud infrastructure (AWS/Azure/GCP).

Soft Skills / Personal Characteristics

Leadership Qualities

• Change agent. Diagnoses entrenched problems and drives transformation without burning the team.

• Outcome-oriented, data-driven, and collaborative by default across CCE, CSM, Engineering, and Product.

• Confident communicator who can represent Support with senior leadership and enterprise customer stakeholders.

(REQ ID: 2699)