Product Support Engineer

As a Product Support Engineer, you are the go-to problem solver for Workiva's platform. Whether through phone, chat, or tickets, you help customers navigate technical and functional challenges. From identifying problems and troubleshooting to guiding users step by step, you own the customer experience. Join us in enhancing customer satisfaction while driving our business forward.

What You'll Do

• Lead technical and functional customer support via phone, chat, and tickets
• Manage customer inquiries within required timeframes according to established SLAs
• Troubleshoot and resolve complex issues through technology knowledge, experience, and self-guided research
• Maintain high professionalism and build positive rapport through every customer interaction
• Drive a knowledge-centered service culture through content linking, authoring, and editing
• Document ticket notes and activities clearly for internal resources and portal users
• Collaborate with internal teams as a support point of contact for proactive improvements
• Contribute to team projects and mentor new hires, interns, or junior engineers

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent professional experience in a related role
• 2+ years or more of experience in customer-facing technical support with intermediate application or database support experience

Preferred Qualifications

• Strong communication skills across live channels including email, phone, and ticketing systems
• Previous experience supporting a SaaS platform
• Ability to understand system logs and troubleshoot code to solve issues
• Familiarity with Zendesk
• SQL
• APIs
• GCP/AWS
• AI Skills LLM
• Proven ability to meet established timelines and service level agreements
• Self-motivated and accountable work style focused on results
• Capability to facilitate problem-solving through insightful questions

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation-ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.