The Product Support Engineer (PSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the PSE will assist customers in navigating technical and functional challenges for Workiva’s Governance, Risk, and Compliance (GRC) solutions. They not only troubleshoot and research solutions, but also guide users step by step, ensuring customers maximize our platforms at Workiva.What You’ll DoProvide technical and product support to customers through phone, live chat, and emailManage customer inquiries within expected time frames and escalate complex technical issues as neededTroubleshoot customer issues using application knowledge, experience, and self-guided researchInvestigate and research customer tickets to provide solutions and recommendationsCollaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to resolve problemsAccurately capture ticket notes, document activities, and manage tickets for clarity and actionabilityWhat You’ll Need Minimum Qualifications Typically requires a minimum of 2 years of Product Support experience with a Bachelor’s degreeCustomer service experienceFluent in Spanish OR PortuguesePreferred QualificationsPrevious experience supporting a SaaS platformFamiliarity in ZendeskKnowledge of SQLSQL Certification preferred, but not requiredAbility to multitask and manage changing prioritiesProficiency in Google Drive, Microsoft Office Suite, OneCloudTravel Requirements & Working ConditionsVarying and overtime hours may be required during peak seasons10% travel expectedReliable internet access for any period of time working remotely and not in a Workiva officeHow You’ll Be Rewarded✅ Salary range in the US: $25.00 - $43.00✅ 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.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-MW1
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