Associate Product Support Engineer - Portuguese/English (Shift: Monday - Friday 7am CT - 4pm CT)

The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, APSEs assist customers in navigating technical and functional challenges. They not only troubleshoot and research solutions but also guide users step by step, ensuring customers maximize our platforms. This role is an opportunity to contribute to customer experience and satisfaction while advancing your career at Workiva.

What You’ll Do:

• Provide technical and functional expertise to customers through phone, chat, and ticket management

• Manage customer inquiries within expected time frames, escalating only when necessary

• Maintain professionalism and establish positive rapport with customers

• Troubleshoot customer issues using application knowledge, experience, and self-guided research

• Resolve complex customer issues independently or with minimal assistance

• Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources

• Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability

What You’ll Need:

Minimum Qualifications:

• Fluency in both Portuguese and English

• Bachelor’s degree or equivalent work experience

• Advanced degrees considered in lieu of experience

Preferred Qualifications:

• Ability to multitask and manage changing priorities

• Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud

• Strong communication skills across various channels (email, phones, ticketing system)

• Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics

• Anticipate obstacles, establish timelines, and define service level agreements

• Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving

• Represent the team in cross-functional meetings or projects, contributing to a positive team culture

• Basic or intermediate experience in database support or network security support preferred

Remote-Ready Excellence:

• Flexible hours during peak seasons; minimal travel expected

• Reliable internet access for remote work, as we embrace flexible work arrangements

How You’ll Be Rewarded

✅ Salary range in the US: $21.00 - $34.00

✅ 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.

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