Product Support Engineer, Workiva
Minimal travel expected
Software for sustainability, GRC & financial reporting
Be an early applicant
Software for sustainability, GRC & financial reporting
1001+ employees
Be an early applicant
Minimal travel expected
1001+ employees
Company mission
To power transparent reporting for a better world.
Role
Who you are
- Undergraduate degree or equivalent professional experience in a related role
- 2 years or more of experience in customer-facing product and/or technical support
- Intermediate application or database support experience
Desirable
- Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
- Previous experience supporting a SaaS platform
- Ability to understand system logs and reports and troubleshoot code to solve issues
- Familiarity with Zendesk
- Proven ability to meet established timelines and service level agreements
- Self-motivated and accountable to achieve results
- Capable of troubleshooting and facilitating problem-solving through insightful questions
- High competence in the Microsoft Office Suite
- Ability to multi-task and manage changing priorities
What the job involves
- The Product Support Engineer (PSE) is the go-to problem solver for Workiva's platform
- Whether through phone, chat, or tickets, PSE’s help customers navigate technical and functional challenges
- From identifying problems, troubleshooting and providing solutions or workarounds in collaboration with other internal teams to guiding users step by step, PSE’s own the customer experience
- They're not just issue fixers – they're product experts who make sure customers get the most out of our platforms
- Join us in enhancing customer experience & satisfaction while driving our business forward
- Support customers by providing technical and functional expertise over the phone, via chat and ticket management
- Manage customer inquiries within required time frames, in accordance with our support SLA’s
- Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues, with minimal assistance from other resolver groups
- Maintain a high level of professionalism with customers and work to establish a positive rapport through every interaction
- Embrace a culture of knowledge centered service. Through the linking, authoring and editing of Workiva’s knowledge base content, to improve customer self-service resources and support ticket deflection
- Accurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and customer's viewing from the support portal
- Work with Customer Success, Professional Services, and other SME groups to solve wider problems or identify proactive improvement opportunities - acting as the point of contact for support where required
- Contribute to scoped team projects and assist with mentoring new hires, interns or junior engineers
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its AI-powered data platform.
Workiva is one of the biggest players in the market, serving around 75% of Fortune 500 companies, including Google and Delta. Workiva's controlled, secure and audit-ready platform has maintained a clear edge over much of its competition.
Workiva's quality product and its commitment to transparency has made it a firm favourite with companies around the world. If it can maintain this, it stands to consolidate its impressive growth even further in the coming years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company HQ
Ames, IA
Leadership
Julie Iskow
(CEO)Julie joined Workiva in 2019 sa COO/President and became CEO in 2023. Previously, she served as the CTO at Medidate Solutions and as the CIO at WageWorks.
David Haila
(CTO)David has been at Workiva since 2009, joining the team as a Senior Software Engineer. Since then, he has held a number of roles and became CTO in 2023.
Jill Klindt
(CFO & EVP)Jill has been at Workiva since 2008, joining as a Controller before holding a number of roles and becoming CFO & EVP in 2023. Previously, she held Financial roles at Financial Intelligence, Wells Fargo Financial, CitiMortgage, and Principal Financial Group.
Share this job
View 34 more jobs at Workiva