Product Support Engineer

The Product Support Engineer (PSE) is the go-to problem solver for Workiva's platform. Whether through phone, chat, or tickets, PSE’s help customers navigate technical and functional challenges. From identifying problems, troubleshooting and providing solutions or workarounds in collaboration with other internal teams to guiding users step by step, PSE’s 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. 

What You’ll Do:

• Support customers by providing technical and functional expertise over the phone, via chat and ticket management

• Manage customer inquiries within required time frames, in accordance with our support SLA’s

• Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues, with minimal assistance from other resolver groups

• Maintain a high level of professionalism with customers and work to establish a positive rapport through every interaction

• Embrace a culture of knowledge centered service. Through the linking, authoring and editing of Workiva’s knowledge base content, to improve customer self-service resources and support ticket deflection

• Accurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and customer's viewing from the support portal

• Work with Customer Success, Professional Services, and other SME groups to solve wider problems or identify proactive improvement opportunities - acting as the point of contact for support where required

• Contribute to scoped team projects and assist with mentoring new hires, interns or junior engineers

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What You’ll Need

Minimum Qualifications

• Undergraduate degree or equivalent professional experience in a related role

• 2 years or more of experience in customer-facing product and/or technical support

• Intermediate application or database support experience

Preferred Qualifications

• Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)

• Previous experience supporting a SaaS platform

• Ability to understand system logs and reports and troubleshoot code to solve issues

• Familiarity with Zendesk

• Proven ability to meet established timelines and service level agreements

• Self-motivated and accountable to achieve results

• Capable of troubleshooting and facilitating problem-solving through insightful questions

• High competence in the Microsoft Office Suite

• Ability to multi-task and manage changing priorities 

Travel & Working Conditions 

• Reliable internet access for any period of time working remotely,  as we embrace flexible work arrangements.

• Occasional public holiday coverage and overtime hours may be required during peak volume seasons

• Minimal travel expected