<div class="content-intro"><h2>About Workato</h2> Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit <a style="color: rgb(0, 212, 216);" href="https://www.workato.com/" data-tooltip-link-label="undefined">workato.com</a>. <h2>Why join us?</h2> 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.&nbsp; 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 style="color: rgb(0, 212, 216);" href="http://www.workato.com/careers">along with a multitude of benefits</a> they can enjoy inside and outside of their work lives.&nbsp; 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="color: rgb(8, 55, 99);"><a style="color: rgb(0, 212, 216);" 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="color: rgb(8, 55, 99);"><a style="color: rgb(0, 212, 216);" 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="color: rgb(8, 55, 99);"><a style="color: rgb(8, 55, 99);" 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 style="color: rgb(8, 55, 99);"><a style="color: rgb(8, 55, 99);" 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’s largest customers run business-critical automations on our platform. When something breaks, or when they’re scaling an agentic workflow into production, they don’t want a ticket queue. They want a person who knows their environment, owns the outcome, and drives it to resolution. That person is the Support Account Manager. You own the support relationship for a portfolio of strategic enterprise accounts. You are accountable for their support experience end to end: response and resolution health, escalation management, proactive risk identification, and the operational reviews that keep leadership on both sides aligned. You are not a queue agent and you are not a salesperson. You are the support owner for your accounts. In this role, you will also be responsible to: <ul> <li> Own the support health of a defined portfolio of strategic accounts. Track and drive the input and output metrics that define a good support experience: response time, resolution time, backlog age, reopen rate, and customer-reported satisfaction. </li> <li> Run regular support business reviews with your accounts. Bring the data, surface trends, name the problems before the customer does, and commit to specific actions with owners and dates. </li> <li> Orchestrate escalations across Support, Engineering, Customer Success, and Professional Services. Hold the line on follow-through. The customer should never have to chase you. </li> <li> Identify recurring or systemic issues in your accounts and drive them to root cause. Partner with Engineering on correction-of-error reviews where warranted. </li> <li> Build deep familiarity with each account’s Workato environment, use cases, and business priorities so your support is contextual, not generic. </li> <li> Feed the knowledge loop. Capture reusable resolutions and patterns so the broader support org and customers get faster over time. </li> <li> Partner with Customer Success and the account team on renewal and expansion risk that originates from support health. </li> </ul> <h1>Requirements</h1> <h3>Qualifications / Experience / Technical Skills</h3> <ul> <li> 4-6 years in enterprise technical support, technical account management, or a customer-facing support role, including time owning named or strategic accounts. </li> <li> A track record of managing complex, high-severity escalations across multiple internal teams to resolution. </li> <li> Comfort with support metrics and the judgment to know which number matters in which situation. You can build and defend a data-backed account review. </li> <li> Technical fluency sufficient to hold a credible conversation about integrations, APIs, and automation workflows. You don’t need to write the fix, but you need to understand it. </li> <li> Experience working across time zones with global teams and customers. This role is based in the Philippines and will support accounts across APJ and, depending on portfolio, US time zones. </li> </ul> <h3>Soft Skills / Personal Characteristics</h3> <ul> <li>Strong written communication. You can summarize a messy multi-week incident into a clear, honest update an executive will read.</li> </ul> <h3>Nice to Haves</h3> <ul> <li> Direct experience with Workato or a comparable iPaaS / enterprise automation / orchestration platform. </li> <li> Familiarity with agentic AI or LLM-based workflows in a production enterprise context. </li> <li> Experience with support tooling and KCS-style knowledge practices. </li> </ul> (REQ ID: AN2067)