The Senior Product Support Engineer (Sr PSE) responds to customer issues across our Workiva platforms. This role ensures timely resolution of customer issues, implements advanced solutions to prevent reoccurrence, and mentors other support engineers. They provide technical and functional support over the phone, chat, and case management, maintaining customer professionalism and rapport. Capable of resolving complex issues independently, they escalate only when necessary and contribute to improving the customer experience and support workflows. Additionally, they participate in candidate interviews and facilitate ticket reviews for the support team.

What You’ll Do:

• Provide technical and functional support to customers via live chat, email, and phone

• Review customer logs and reports, and leverage Python knowledge to troubleshoot bugs and issues

• Troubleshoot customer issues independently, utilizing application knowledge and self-guided research

• Recognize and respond to urgent customer issues and take necessary steps to remediate or escalate

• Facilitate ticket reviews and case management for the support team, making suggestions for improvement

• Contribute to improving the customer experience and support workflows

• Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to solve problems

• Live the Workiva Values and Principles, embodying accountability and a results-oriented mindset

What You’ll Need: 

Minimum Qualifications:

• 2+ years of Python experience

• 4+ years of related Product Support experience

• Bachelor’s Degree

• Advanced degree considered in lieu of experience

Preferred Qualifications:

• Thorough understanding of API and Scripting processes preferred 

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

• Experience in Project Management preferred

• Linux experience preferred

• Previous experience supporting a SaaS platform 

• Familiarity with Zendesk

• Self-motivated, accountable, and able to train others to demonstrate similar characteristics

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

• Strong communication skills (verbal, listening, writing)

• Ability to multitask and manage changing priorities

• Proven ability to meet established timelines and service level agreements

• Demonstrate a strong sense of customer service

• Assess support data and analytics to determine areas for improvement and create reports 

Travel Requirements & Working Conditions

• Varying and overtime hours required during peak seasons

• Minimal travel

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

• Must be able to work a five day 8-hour shift Central Time hours

How You’ll Be Rewarded

✅ Salary range in the US: $33.00 - $56.00

✅ 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.

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 [email protected].
 

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.

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