The Senior Product Support Engineer (SrPSE) 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.What You’ll Do:Provide technical and functional support to customers via phone, chat, and case managementTroubleshoot customer issues independently, utilizing application knowledge and self-guided researchRecognize and respond to urgent customer issues and take necessary steps to remediate or escalateContribute to improving the customer experience and support workflowsCollaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to solve problemsInterview and assess candidates for promotion and new hiresFacilitate ticket reviews for the support team, making suggestions for improvementLive the Workiva Values and Principles, embodying accountability and a results-oriented mindsetWhat You’ll Need: Minimum Qualifications:Fluency in Spanish, Portuguese and English required4+ years of related experienceBachelor’s DegreeAdvanced degree considered in lieu of experiencePreferred Qualifications:Thorough understanding of API and Scripting processes preferred Linux experience preferredExperience in Project Management preferredPrevious experience supporting a SaaS platform Familiarity with ZendeskAbility to troubleshoot codeFamiliarity with ScriptingAbility to multitask and manage changing prioritiesStrong technical aptitude proficiency in Google Drive, Microsoft Office Suite, OneCloud, & Python, Workiva productsStrong communication skills (verbal, listening, writing)Self-motivated, accountable, and able to train others to demonstrate similar characteristicsProven ability to meet established timelines and service level agreementsDemonstrate a strong sense of customer serviceAbility to understand system logs and reports to solve issuesAssess support data and analytics to determine areas for improvement and create reports Remote - Ready Excellence:Varying and overtime hours required during peak seasonsMinimal travelReliable internet access for any period of time working remotely, not in a Workiva officeMust be able to work an five day 8 hour shift Central Time hours How You’ll Be Rewarded✅ Salary range in the US: $33.00 - $56.00✅ A discretionary bonus typically paid annually✅ Restricted Stock Units granted at time of hire✅ 401(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.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 enjoyFantastic 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 employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.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
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