Associate Product Support Engineer (Must work Fri/Sat/Sun)

Must be able to work Thursday through Monday from 3:30pm - 12:30am CST

The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the APSE will 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 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 

• Customer service experience

• Bachelor’s degree or equivalent work experience

Preferred Qualifications

• Technical support experience

• Ability to multitask and manage changing priorities

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

• Strong interpersonal skills

• 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

Travel Requirements & Working Conditions

• Must be able to work Thursday through Monday from 3:30pm - 12:30am CST

• Varying and overtime hours may be required during peak seasons

• Minimal travel expected

• Reliable internet access for any period of time working remotely and not in a Workiva office

Summary
Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Employees who address highly complex technical issues that need to be escalated would be reported to Technical Support Engineer. Employees responding to less technical questions should be reported to Product Telephone Support.

Scope

• Contributes to individual success by supporting established business processes

Problem Solving

• Works on routine problems of a straightforward nature
• Required to solve problems and investigate issues by analyzing situations or data following applicable procedure
• Follows common procedures to complete standardized assignments

Discretion and Impact

• Has limited impact on own work team
• Exercises limited judgment within defined procedures

Collaboration and Interaction

• Begins to interact with high-level individual contributors within own area
• Begins to build stable internal working relationships across own area

Autonomy

• Receives detailed instructions from supervisor or senior team member, completing work through defined procedures aligned to objectives

Knowledge

• Basic knowledge of theories, technologies and concepts that underpin own discipline
• Acquiring experience in applying practical techniques to resolve routine issues
• Does not require any previous professional experience, however, typically requires a Bachelor’s degree or equivalent work experience

How You’ll Be Rewarded

✅ 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.

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.