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 managementManage customer inquiries within required time frames, in accordance with our support SLA'sTroubleshoot 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 groupsMaintain a high level of professionalism with customers and work to establish a positive rapport through every interactionEmbrace 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 deflectionAccurately 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 portalWork 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 requiredContribute to scoped team projects and assist with mentoring new hires, interns or junior engineersWhat You'll NeedMinimum QualificationsUndergraduate degree or equivalent professional experience in a related role2 years or more of experience in customer-facing
product and/or technical supportIntermediate application or database support experiencePreferred QualificationsStrong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)Previous experience supporting a SaaS platformAbility to understand system logs and reports and troubleshoot code to solve issuesFamiliarity with ZendeskProven ability to meet established timelines and service level agreementsSelf-motivated and accountable to achieve resultsCapable of troubleshooting and facilitating problem-solving through insightful questionsHigh competence in the Microsoft Office SuiteAbility to multi-task and manage changing prioritiesStrong knowledge of SQL and relational database concepts.Familiarity with APIs, authentication methods, JSON, and common integration patterns.Experience interpreting application logs, API responses, error messages, or code-level information to support troubleshooting.Familiarity with AI-assisted
support tools and a practical understanding of large language models.Proficiency in Python or JavaScript to read logs and trace errors.Travel & Working ConditionsReliable 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 seasonsMinimal travel expectedWhy Join WorkivaWorkiva is the platform designed to bring confidence, control, and a competitive edge to the world's most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation-ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.At Workiva, you'll bring technology to market that executives, boards, and