Senior Product Support Engineer, Workiva
Salary range in the US is $33.00 - $56.00 per hour. Offers a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire
Business data platform
Job no longer available
Business data platform
1001+ employees
Job no longer available
Salary range in the US is $33.00 - $56.00 per hour. Offers a discretionary bonus typically paid annually and Restricted Stock Units granted at time of hire
1001+ employees
Company mission
Workiva’s mission is to power transparent reporting for a better world.
Role
Who you are
- 2+ years of Python experience
- Typically requires a minimum of 4+ years of related Product Support experience with Bachelor’s Degree
- 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
Desirable
- 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
What the job involves
- 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
- 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
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
Founders
Marty Vanderploeg
(CEO, not founder)Previously worked as a Professor at Iowa State University. Founded Engineer Animation Inc. in 1990.
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