Staff Domain Expert, Customer Support

<h1><span><strong>About Workato</strong></span></h1> <p>Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato’s cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit <span><a href="http://www.workato.com" target="_blank">www.workato.com</a></span></p> <h1><strong>Why join us?</strong></h1> <p><span>Ultimately, Workato believes in fostering a </span><strong>flexible, trust-oriented culture that empowers everyone to take full ownership of their roles</strong><span>. We are driven by </span><strong>innovation </strong><span>and looking for</span><strong> team players </strong><span>who want to actively build our company. </span></p> <p><span>But, we also believe in </span><strong>balancing productivity with self-care</strong><span>. That’s why we offer all of our employees a vibrant and dynamic work environment </span><a href="http://www.workato.com/careers"><span>along with a multitude of benefits</span></a><span> they can enjoy inside and outside of their work lives. </span></p> <p><span>If this sounds right up your alley, please submit an application. We look forward to getting to know you!</span></p> <p><span>Also, feel free to check out why:</span></p> <ul> <li> <p><a href="https://www.businessinsider.com/47-enterprise-startups-to-bet-your-career-on-in-2020-2019-12"><span>Business Insider</span></a><span> named us an “enterprise startup to bet your career on”</span></p> </li> <li> <p><a href="https://www.forbes.com/cloud100/#a57477b5f941"><span>Forbes’ Cloud 100</span></a><span> recognized us as one of the top 100 private cloud companies in the world</span></p> </li> <li> <p><a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html"><span>Deloitte Tech Fast 500</span></a><span> ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America</span></p> </li> <li> <p><a href="https://qz.com/work/2053446/the-best-companies-for-working-from-home/"><span>Quartz</span></a><span> ranked us the #1 best company for remote workers</span></p> </li> </ul><h1><strong>Responsibilities</strong></h1> <p>We are looking for an exceptional <strong>Staff Domain Expert, Customer Support</strong> 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:</p> <ul> <li>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</li> <li>Authoring PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment</li> <li>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</li> <li>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</li> <li>Collaborating with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion</li> <li>Developing Customer Support-specific AI thought leadership, POVs, and customer stories that demonstrate Workato's impact across service and CX organizations</li> <li>Working with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas</li> </ul> <h2><strong>Requirements</strong></h2> <h3><strong>Qualifications / Experience / Technical Skills</strong></h3> <ul> <li>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)</li> <li>Deep understanding of Customer Support technology, workflows, and personas (VP CX, Head of Support, ITSM leads, CS Ops) across multiple industries</li> <li>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</li> <li>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</li> <li>Ability to translate business problems into structured product requirements (PRD authorship or equivalent)</li> <li>Proven track record influencing revenue — through quota-carrying roles, pipeline generation, or expansion in a customer-facing capacity</li> <li>Located in North America with flexibility to travel</li> </ul> <h3><strong>Soft Skills / Personal Characteristics</strong></h3> <ul> <li>Ownership mindset — operates end-to-end from concept capture to production deployment with no handoff gaps</li> <li>Velocity over consensus — iterates fast, finds the gaps, and acts on the growth edge rather than waiting for everyone to align</li> <li>Customer-first — every use case starts and ends with a real customer problem; outcomes over optics</li> <li>Comfortable building in ambiguity — creates new playbooks rather than fitting into established ones</li> <li>Communicates credibly with senior buyers — can engage VPs of CX, Heads of Support, and service leaders as a peer and hold the room</li> <li>10X thinker — identifies bets that 10x customer value, not incremental improvements</li> </ul> <p> </p> <p><em> </em> The estimated pay for this role tanges between $150,000 – $180,000 plus variable, benefits, perks and equity.</p> <p><strong>Job Req ID: 2669</strong></p>