Product Support Engineer

The Product Support Engineer (PSE) is the go-to problem solver for Workiva's platform.Whether through phone, chat, or tickets, PSE’s help customers navigate technical and functional challenges. From identifying problems, troubleshooting and providing solutions or workarounds in collaboration with other internal teams, to guiding users step by step, PSE’s own the customer experience. They're not just issue fixers – they're product experts who make sure customers get the most out of our platforms. Join us in enhancing customer experience & satisfaction while driving our business forward. What You’ll Do:Support customers by providing technical and functional expertise over the phone, via chat and ticket managementManage customer inquiries within required time frames, in accordance with our support SLA’sTroubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and self-guided research of issues, with minimal assistance from other resolver groupsMaintain a high level of professionalism with customers and work to establish a positive rapport through every interactionEmbrace a culture of knowledge-centered service. Through the linking, authoring and editing of Workiva’s knowledge base content, to improve customer self-service resources and support ticket deflectionAccurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and customer's viewing from the support portalWork with Customer Success, Professional Services, and other SME groups to solve wider problems or identify proactive improvement opportunities - acting as the point of contact for support where requiredContribute to scoped team projects and assist with mentoring new hires, interns or junior engineersWhat You’ll NeedMinimum QualificationsUndergraduate degree or equivalent professional experience in a related role2 years or more of experience in customer-facing product and/or technical supportIntermediate application or database support experiencePreferred QualificationsStrong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)Self-motivated and accountable to achieve resultsCapable of troubleshooting and facilitating problem-solving through insightful questionsHigh competence in the Microsoft Office SuiteAbility to multi-task and manage changing priorities Travel & Working Conditions Reliable internet access for any period of time working remotely,  as we embrace flexible work arrangements.Occasional public holiday coverage and overtime hours may be required during peak-volume seasonsMinimal travel expectedWorkiva 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 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.#LI-JU1