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Senior Product Support Engineer

3 months ago

New York, New York, United States Workiva Full time

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 management
  • Troubleshoot customer issues independently, utilizing application knowledge and self-guided research
  • Recognize and respond to urgent customer issues and take necessary steps to remediate or escalate
  • Contribute to improving the customer experience and support workflows
  • Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to solve problems
  • Interview and assess candidates for promotion and new hires
  • Facilitate ticket reviews for the support team, making suggestions for improvement
  • Live the Workiva Values and Principles, embodying accountability and a results-oriented mindset

What You'll Need:

Minimum Qualifications:

  • Fluency in Spanish, Portuguese and English required
  • 4+ years of related experience
  • Bachelor's Degree
  • Advanced degree considered in lieu of experience

Preferred Qualifications:

  • Thorough understanding of API and Scripting processes preferred
  • Linux experience preferred
  • Experience in Project Management preferred
  • Previous experience supporting a SaaS platform
  • Familiarity with Zendesk
  • Ability to troubleshoot code
  • Familiarity with Scripting
  • Ability to multitask and manage changing priorities
  • Strong technical aptitude proficiency in Google Drive, Microsoft Office Suite, OneCloud, & Python, Workiva products
  • Strong communication skills (verbal, listening, writing)
  • Self-motivated, accountable, and able to train others to demonstrate similar characteristics
  • Proven ability to meet established timelines and service level agreements
  • Demonstrate a strong sense of customer service
  • Ability to understand system logs and reports to solve issues
  • Assess support data and analytics to determine areas for improvement and create reports

Remote - Ready Excellence:

  • Varying and overtime hours required during peak seasons
  • Minimal travel
  • Reliable internet access for any period of time working remotely, not in a Workiva office
  • Must be able to work an five day 8 hour shift Central Time hours

How You'll Be Rewarded

Salary range in the US: $ $56.00

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

The 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 Work

Our 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 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 more
  • Work-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:

Learn more about 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

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.

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