Staff Domain Expert, Customer Support

About Workato

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.

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