Software Support Engineer, Workiva
$68-108k
+ A discretionary bonus typically paid annually + Restricted Stock Units granted at time of hire
Software for sustainability, GRC & financial reporting
Job no longer available
Software for sustainability, GRC & financial reporting
1001+ employees
Job no longer available
$68-108k
+ A discretionary bonus typically paid annually + Restricted Stock Units granted at time of hire
1001+ employees
Company mission
To power transparent reporting for a better world.
Role
Who you are
- 2+ years of experience (in software, QA, Support or applicable related IT fields)
- Bachelor's Degree or equivalent experience
- Travel Requirements & Working Conditions
- 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
- 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
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.
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