Customer Support Engineer

The Customer Support Engineer (CSE) is the go-to problem solver for Workiva's WDesk and WData platform users. Whether through phone, chat, or tickets, CSEs help customers navigate technical and functional challenges. From troubleshooting and solution research to guiding users step by step, CSEs 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!! The potential is endless at Workiva could be the start of your career you’ve been looking for.What You’ll Do:Support customers by providing technical and functional expertise over the phone, chat and ticket management. Manage customer inquiries within the expected time frame and act as the contact point, only escalating above when required Maintain a high level of professionalism with customers and work to establish a positive rapport with every customer Troubleshoot customer issues by utilizing knowledge of application, experience and by self-guided research of issues Resolve complex customer issues with minimal assistance from escalated points.Link, author and edit Workiva’s knowledge base content to improve customer self-service resourcesAccurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and a customer viewing from the support portal. What You'll Need:Typically requires a high school/secondary school education and minimum of 1 year of related experience; Associates Degree preferred Ability to multi-task and manage changing priorities Moderately technical aptitude, with high competency in using Google Drive, Microsoft Office Suite, OneCloudStrong communication (verbal, listening and writing) via various channels (email, phones, ticketing system) Self-motivated and accountable to results - ability to coach others to demonstrate these same characteristics Ability to anticipate obstacles or problems and establish timelines and service level agreements Demonstrated ability and enjoyment in troubleshooting, asking critical, insightful questions and probe for information to facilitate problem solving Represents the team as an advocate in cross-functional team meetings or projects Helps to create and maintain a positive and vibrant culture in Support Basic or Intermediate experience with database support or network security support preferredVarying and overtime hours required during peak seasons;Minimal travel expected Reliable internet access for any period of time working remotely,  as we embrace flexible work arrangements.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: 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/benefitsWorkiva 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.#LI-AS1