Software Support Engineer, Workiva
More information about location
Business data platform
Be an early applicant
Business data platform
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
Workiva’s mission is to power transparent reporting for a better world.
Role
Who you are
- 2+ years of experience (in software or applicable related IT fields)
- Bachelor's Degree or equivalent knowledge & experience
- Minimal Travel (Up to 10%)
- Reliable internet access for any period of time working remotely, not in a Workiva office
Desirable
- Basic understanding programming concepts and languages such as Python and Java
- SQL or general understanding of databases
- Understanding of modern login and authentication technologies - SCIM, SSO/SAML
- Understanding of networking technologies, cloud computing and browser performance troubleshooting
- Experience providing software support to non-technical users
- Experience troubleshooting and conducting root cause analysis of a software platform
- Strong communication skills
What the job involves
- As a Software Support Engineer, you play a crucial role as liaison between our customer facing teams and development teams supporting Workiva's SaaS platform including product areas such as our document and spreadsheet suite, data management tooling (APIs, structured data, and scripting)
- Your primary responsibility is to provide technical support and act as a point of escalation for customer facing teams, ensuring timely resolution of customer issues and delivering exceptional customer experiences
- You'll collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction
- Understand and clearly articulate customer needs and requirements
- Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs
- Brainstorm and implement ways to streamline processes for fast and adaptable support structures
- Identify, verify, and reproduce difficult issues to solve customer problems from various sources
- Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery
- Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues
- Facilitate resolution of complex issues involving multiple teams
- Interact as part of multiple development teams to find customer solutions
- Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution
- Take ownership of incidents, coordinating resources from Support, Development, CPX, and other areas for quick resolution and timely communication to customers and stakeholders
- Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its cloud-based 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
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401k w/ match
- Health, dental, and vision
- Vacation accruals
- Life and disability insurance
- Employee stock purchase plan
- Volunteer time-off
- Parental leave
- Travel & accident insurance
- Paid holidays
- Work remotely
- Discount programs
- Health and wellness
- Pet-friendly atmosphere
- Choose from additional plans that cover legal expenses, stolen identity, or even your pet's health
Company values
- Customer success: Always delight our customers.
- Innovation: Keep creating solutions and finding better ways.
- Trust: Always rely on each other.
- Inclusion: Support a diverse community where we all belong.
- Integrity: Do the right thing, every time.
- Accountability: Be responsible for your success and failure.
- Collaboration: Share resources and work together.
Company HQ
Holborn, London, UK
Articles
Leadership
Marty Vanderploeg
(CEO, not founder)Previously worked as a Professor at Iowa State University. Founded Engineer Animation Inc. in 1990.
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