As a Software Support Engineer, you play a crucial role as liaison between our customer facing teams and development teams supporting Workiva's SaaS platform including product areas such as our document and spreadsheet suite, data management tooling (APIs, structured data, and scripting). Your primary responsibility is to provide technical support and act as a point of escalation for customer facing teams, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You'll collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction.
What You’ll Do
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Understand and clearly articulate customer needs and requirements
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Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs
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Brainstorm and implement ways to streamline processes for fast and adaptable support structures
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Identify, verify, and reproduce difficult issues to solve customer problems from various sources.
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Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery
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Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues
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Facilitate resolution of complex issues involving multiple teams
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Interact as part of multiple development teams to find customer solutions
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Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution
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Take ownership of incidents, coordinating resources from Support, Development, CPX, and other areas for quick resolution and timely communication to customers and stakeholders
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Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement
What You’ll Need
Minimum Qualifications
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2+ years of experience (in software or applicable related IT fields)
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Bachelor's Degree or equivalent knowledge & experience
Preferred Qualifications
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Basic understanding programming concepts and languages such as Python and Java
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SQL or general understanding of databases
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Understanding of modern login and authentication technologies - SCIM, SSO/SAML
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Understanding of networking technologies, cloud computing and browser performance troubleshooting.
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Experience providing software support to non-technical users
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Experience troubleshooting and conducting root cause analysis of a software platform
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Strong communication skills
Travel Requirements & Working Conditions
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Minimal Travel (Up to 10%)
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Reliable internet access for any period of time working remotely, not in a Workiva office.
Workiva 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 [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
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