Software Support Engineer

As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and Engineering teams responsible for the Document Platform (documents, presentations), Translations (file type transformation), Regulated Reporting, and Sustainability Reporting. Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You will collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction.

What You'll Do

• Understand and clearly articulate customer needs and requirements

• Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs

• Brainstorm and implement ways to streamline processes for fast and adaptable support structures

• Identify, verify, and reproduce difficult issues to solve customer problems from various sources.

• Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery

• Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues

• Collaborate with functional testers in Quality Assurance for testing and regression analysis.

• Facilitate resolution of complex issues involving multiple teams

• Interact as part of multiple development teams to find customer solutions

• Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution

• Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders

• 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

• 2+ years of experience (in software, QA, Support or applicable related IT fields)

• Bachelor's Degree or equivalent experience

Preferred Qualifications

• Coursework or experience in supporting software development teams

• Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite

• Experience providing software support to non-technical users

• Experience troubleshooting and conducting root cause analysis of a software platform

• A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion

• Strong communication skills

• Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog

Travel Requirements & Working Conditions

• Minimal Travel

• Ability to be on a rotating on-call schedule (minimal disruption)

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

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.