Sr Quality Assurance Engineer; Customer Facing

Position: Sr Quality Assurance Engineer (Customer Facing)
Your work days are brighter here.

We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other.

Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back.

In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Team

The Pipedream team enables AI agents to connect to the software and services people use every day - including Notion, GSuite, Slack, Zoom, Git Hub, Jira, and thousands more. Our platform is used by software developers at leading technology companies like Workday, Perplexity, Meta, and Relevance AI who are building AI agents and workflow products.

Pipedream offers something rare: the opportunity to work in a startup environment while delivering enterprise-scale impact. Acquired by Workday in December 2025, we are a team where you can move fast, wear multiple hats, and see your work directly shape a product's direction. If you are energized by working at the intersection of developer tools and AI, and you want to make a meaningful impact on how the next generation of intelligent software gets built, this is the team for you.

About the Role

As a Sr. Quality Assurance Engineer on the Pipedream team, you will serve as a player/coach who is hands-on with the most complex problems while also elevating the capabilities of the team around you. This is a customer-facing role: you will work directly with software developers and partner teams using Pipedream in production, helping them debug issues, improve reliability, and shape how the platform evolves based on real-world feedback.

This is not a people management role - you will be the person the team looks to when escalations come in, when a partner issue requires careful navigation, or when someone needs a thought partner on a difficult challenge.

You will work closely with both internal teams at Workday and external customers who are building products on top of Pipedream. In this role, you will be responsible for:

* Supporting software developers across the full range of issues, from troubleshooting technical errors (including authentication failures, malformed requests, and rate limits) to billing, feature requests, and general account questions

* Owning the most complex integration issues and sensitive partner escalations, reviewing how teammates approach difficult problems, pairing on debugging, and helping the team grow into more confident operators

* Identifying technical and usability issues with connectors and collaborating with product and engineering to prioritize and resolve them

* Driving continuous improvement of support and quality processes, including playbooks, internal tooling, documentation, and automations to help the team scale

About You

Basic Qualifications:

* 7+ years of related work experience in QA, solutions or support engineering, forward deployed engineering, or a closely related function working with technically sophisticated software developers

* Strong hands-on technical skills, with the ability to develop in JavaScript or Python and reason about production code

* Proficiency working with APIs, troubleshooting API request failures, and using API documentation

* Excellent customer service and communication skills, with the ability to credibly engage both software developers and non-technical users in a customer-facing capacity

* Working knowledge of AI concepts including LLMs, agents, tool calling, evals, and MCP

* Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience)

Other

Qualifications:

* Passion for AI products, with hands-on experience using AI coding tools (e.g., Claude Code, Codex, Cursor) and building AI agents or agentic workflows

* Experience supporting platforms with large, complex surface areas and managing competing priorities in a customer-facing environment

* Experience mentoring or leading other team members

* Strong analytical thinking, with the ability to break down complex technical problems into their fundamental parts, identify patterns across support issues, and use logical reasoning to drive root cause analysis and inform…