Product Support Account Manager

The role

You will own the support relationship for a portfolio of strategic enterprise accounts, responsible for their support experience from response to resolution. You will run support business reviews, orchestrate escalations across teams, and drive recurring issues to root cause.

What you will do

• Own the support health of a defined portfolio of strategic accounts, including response time, resolution time, backlog age, reopen rate and customer satisfaction.
• Run regular support business reviews with accounts, surfacing trends and committing to actions with owners and dates.
• Orchestrate escalations across Support, Engineering, Customer Success and Professional Services until resolved.
• Identify recurring or systemic issues and drive them to root cause, partnering with Engineering on correction-of-error reviews where warranted.
• Build deep familiarity with each account's Workato environment, use cases and business priorities.
• Capture reusable resolutions and patterns to feed the knowledge loop.
• Partner with Customer Success and the account team on renewal and expansion risk from support health.

Required qualifications

• 4 to 6 years in enterprise technical support, technical account management, or a customer-facing support role, including owning named or strategic accounts.
• A track record of managing complex, high-severity escalations across multiple internal teams to resolution.
• Comfort with support metrics and the ability to build and defend a data-backed account review.
• Technical fluency to discuss integrations, APIs and automation workflows.
• Experience working across time zones with global teams and customers.
• Strong written communication, including summarizing multi-week incidents into clear updates for executives.

Nice to have

• Direct experience with Workato or a comparable iPaaS, enterprise automation or orchestration platform.
• Familiarity with agentic AI or LLM-based workflows in a production enterprise context.
• Experience with support tooling and KCS-style knowledge practices.

Benefits

• A flexible, trust-oriented culture that empowers employees to take full ownership of their roles.
• A dynamic work environment and a multitude of benefits inside and outside of work.

Before you apply

• This role is based in the Philippines.

About the company

Workato is a Control and Execution Platform for Enterprise AI that unifies data, applications and processes so AI can orchestrate business processes at enterprise scale. Its customers include Nasdaq, Amazon, Cisco, Vodafone, Atlassian and Lucid Motors.