Software Support Engineer, Workiva

$68-108k

Plus a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire

Splunk

GSuite

Datadog

Junior and Mid level

Remote from US

More information about location

Software for sustainability, GRC & financial reporting

Be an early applicant

Software for sustainability, GRC & financial reporting

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Be an early applicant

$68-108k

Plus a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire

Splunk

GSuite

Datadog

Junior and Mid level

Remote from US

More information about location

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Company mission

To power transparent reporting for a better world.

Job

Company

Role

Who you are

2+ years of experience (in software, QA, Support or applicable related IT fields)
Bachelor's Degree or equivalent experience
Minimal Travel
Ability to be on a rotating on-call schedule (minimal disruption)
Reliable internet access for any period of time working remotely, not in a Workiva office

Desirable

Mountain or Pacific time zone preferred
Coursework or experience in supporting software development teams
Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite
Experience providing software support to non-technical users
Experience troubleshooting and conducting root cause analysis of a software platform
A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion
Strong communication skills
Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog

What the job involves

As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and Engineering teams responsible for the Document Platform (documents, presentations), Regulated Reporting, and Sustainability Reporting
Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences
You will 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
Collaborate with functional testers in Quality Assurance for testing and regression analysis
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 engineering and customer facing teams 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 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

Led by a woman

5% employee growth in 12 months

Glassdoor (4.4)

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.

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