Product Support Engineer, Workiva
Spanish or Portuguese fluency required
Salary range in the US: $25.00 - $43.00. + Annual discretionary bonus and RSUs
10% travel expected
Business data platform
Open for applications
Business data platform
1001+ employees
Open for applications
Salary range in the US: $25.00 - $43.00. + Annual discretionary bonus and RSUs
10% travel expected
1001+ employees
Company mission
Workiva’s mission is to power transparent reporting for a better world.
Role
Who you are
- Typically requires a minimum of 2 years of Product Support experience with a Bachelor’s degree
- Customer service experience
- Fluent in Spanish OR Portuguese
Desirable
- Previous experience supporting a SaaS platform
- Familiarity in Zendesk
- Knowledge of SQL
- SQL Certification preferred, but not required
- Ability to multitask and manage changing priorities
- Proficiency in Google Drive, Microsoft Office Suite, OneCloud
What the job involves
- The Product Support Engineer (PSE) serves as the primary problem solver for our Workiva and data platform users
- Through phone, chat, or tickets, the PSE will assist customers in navigating technical and functional challenges for Workiva’s Governance, Risk, and Compliance (GRC) solutions
- They not only troubleshoot and research solutions, but also guide users step by step, ensuring customers maximize our platforms at Workiva
- Provide technical and product support to customers through phone, live chat, and email
- Manage customer inquiries within expected time frames and escalate complex technical issues as needed
- Troubleshoot customer issues using application knowledge, experience, and self-guided research
- Investigate and research customer tickets to provide solutions and recommendations
- Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to resolve problems
- Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its cloud-based data platform.
Workiva is one of the biggest players in the market, serving around 75% of Fortune 500 companies, including Google and Delta. Workiva's controlled, secure and audit-ready platform has maintained a clear edge over much of its competition.
Workiva's quality product and its commitment to transparency has made it a firm favourite with companies around the world. If it can maintain this, it stands to consolidate its impressive growth even further in the coming years.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401k w/ match
- Health, dental, and vision
- Vacation accruals
- Life and disability insurance
- Employee stock purchase plan
- Volunteer time-off
- Parental leave
- Travel & accident insurance
- Paid holidays
- Work remotely
- Discount programs
- Health and wellness
- Pet-friendly atmosphere
- Choose from additional plans that cover legal expenses, stolen identity, or even your pet's health
Company values
- Customer success: Always delight our customers.
- Innovation: Keep creating solutions and finding better ways.
- Trust: Always rely on each other.
- Inclusion: Support a diverse community where we all belong.
- Integrity: Do the right thing, every time.
- Accountability: Be responsible for your success and failure.
- Collaboration: Share resources and work together.
Company HQ
Holborn, London, UK
Articles
Leadership
Marty Vanderploeg
(CEO, not founder)Previously worked as a Professor at Iowa State University. Founded Engineer Animation Inc. in 1990.
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