Senior Product Support Engineer, Workiva

Salary not provided

Salary range in the US is $33.00 - $56.00 per hour. Offers a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire

Python

Linux

Zendesk

Mid and Senior level

Remote from US

Software for sustainability, GRC & financial reporting

Job no longer available

Software for sustainability, GRC & financial reporting

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Job no longer available

Salary not provided

Salary range in the US is $33.00 - $56.00 per hour. Offers a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire

Python

Linux

Zendesk

Mid and Senior level

Remote from US

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Company mission

To power transparent reporting for a better world.

Job

Company

Role

Who you are

2+ years of Python experience
Typically requires a minimum of 4+ years of related Product Support experience with Bachelor’s Degree
Varying and overtime hours required during peak seasons
Minimal travel
Reliable internet access for any period of time working remotely, not in a Workiva office
Must be able to work a five day 8-hour shift Central Time hours

Desirable

Thorough understanding of API and Scripting processes preferred
Ability to understand system logs and reports, troubleshoot code to solve issues
Experience in Project Management preferred
Linux experience preferred
Previous experience supporting a SaaS platform
Familiarity with Zendesk
Self-motivated, accountable, and able to train others to demonstrate similar characteristics
Strong technical aptitude proficiency in Google Drive, Microsoft Office Suite, & OneCloud
Strong communication skills (verbal, listening, writing)
Ability to multitask and manage changing priorities
Proven ability to meet established timelines and service level agreements
Demonstrate a strong sense of customer service
Assess support data and analytics to determine areas for improvement and create reports

What the job involves

The Senior Product Support Engineer (Sr PSE) responds to customer issues across our Workiva platforms
This role ensures timely resolution of customer issues, implements advanced solutions to prevent reoccurrence, and mentors other support engineers
They provide technical and functional support over the phone, chat, and case management, maintaining customer professionalism and rapport
Capable of resolving complex issues independently, they escalate only when necessary and contribute to improving the customer experience and support workflows
Additionally, they participate in candidate interviews and facilitate ticket reviews for the support team
Provide technical and functional support to customers via live chat, email, and phone
Review customer logs and reports, and leverage Python knowledge to troubleshoot bugs and issues
Troubleshoot customer issues independently, utilizing application knowledge and self-guided research
Recognize and respond to urgent customer issues and take necessary steps to remediate or escalate
Facilitate ticket reviews and case management for the support team, making suggestions for improvement
Contribute to improving the customer experience and support workflows
Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to solve problems
Live the Workiva Values and Principles, embodying accountability and a results-oriented mindset

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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