Software Support Manager

Job SummaryWorkiva's Software Support Manager Leads a team of Software Support Engineers to manage incoming support requests into the R&D organization, build tooling to improve the support process, and address customer issues. Managing a team of engineers handling Workiva's incident management and top-tier of technical support means that technical skills are desirable along with strong organization and communication skills. This position works with their team and stakeholders to identify sources of production issues and resolve them quickly while communicating with relevant stakeholders in Customer Support, Engineering, Quality Assurance, and Leadership on the status of issues, initiatives, and direction.Responsibilities: People Management: Contributes to building a strong sustainable organization with high levels of employee engagement by selecting and developing talent and rewarding superior performanceProvides Employees with coaching, feedback and developmental opportunities to enhance their skills, motivation and performanceRewards performance in ways that enhance employee engagement, commitment and satisfactionDemonstrates the assessment capability to identify top talent for recruitment Manages operations staffing, including recruitment, supervision, scheduling, performance management and development Conducts effective performance evaluationsIdentifies and resolves interpersonal conflicts and resource issuesUnderstands & Fulfills Customer Needs & Requirements: Provides management oversight regarding the implementation and fulfillment of customer needs and requirementsProvides leadership for the team to fully understand and resolve issues, concerns, and problems that result in the fast resolution of customer issuesIdentifies and clearly articulates customer needs and requirements and ensures that the product meets those needs and also serves the larger business needs of the company Software Support Expertise: Delivers strong team level software support results including customer escalations and incident management. Oversees ways to streamline our processes to keep our support structure fast and adaptableEnsures that emergent issues and urgent customer request are handled in a timely manner and that their team has systematic approaches and processes that achieve this in a sustainable manner. Stakeholder Relationship Management: Manages relationships across multiple teams to ensure that best practice standards are being utilized in their respective areasServes as subject matter expert in relation to various areas of software development and service supportCoordinates work across teams to ensure that best practice software development and quality testing standards are being incorporated to improve customer outcomes.What You’ll Need: Minimum Qualifications: 5+ years related experience 2+ years direct people management experience, including supervisory experience of supervisor and/or individual contributor Bachelor’s degreeAn advanced degree will be considered in lieu of experience Preferred Qualifications: 3+ years experience in computer/engineering related role, preferredExperience working with a geographically dispersed teamExperience in providing software support to non-technical usersExcellent problem solving skillsStrong ability to influence and inspire your teamAbility to translate and communicate with technical and non-technical individualsDemonstrated proficiency in programming to include a solid foundation in computer science, with competencies in data structures, algorithms, and object oriented software designTelecommuting Requirements:15% Travel Reliable internet access for any period of time working remotely, not in a Workiva office   How You’ll Be Rewarded:Salary range in the US: $101,000.00 - $172,000.00A discretionary bonus typically paid annuallyRestricted Stock Units granted at time of hire401(k) match and comprehensive employee benefits packageThe salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Where You’ll WorkOur values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.Customer Success:  Always delight our customers.Trust: Rely on each other. Integrity: Do the right thing, every time. Collaboration: Share resources and work together. Innovation: Keep creating solutions and finding better ways. Inclusion: Support a diverse community where we all belong. Accountability: Be responsible for your success and failure.We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.At Workiva, you’ll enjoy: Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and moreWork-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work. Learn more about life at Workiva: https://www.linkedin.com/company/workiva/Learn more about benefits: https://www.workiva.com/careers/benefits Workiva is an Equal Employment Opportunity and Affirmative Action 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com. Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.#LI-JW1