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    Senior Product Support Engineer - Denver, United States - Workiva

    Workiva
    Workiva Denver, United States

    2 weeks ago

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    Description

    The Senior Product Support Engineer (SrPSE) 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 phone, chat, and case management
    • 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
    • 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
    • Interview and assess candidates for promotion and new hires
    • Facilitate ticket reviews for the support team, making suggestions for improvement
    • Live the Workiva Values and Principles, embodying accountability and a results-oriented mindset

    What You'll Need:

    Minimum Qualifications:

    • Fluency in English
    • Fluency in Spanish and/or Portuguese
    • 4+ years of related experience
    • Bachelor's Degree
    • Advanced degree considered in lieu of experience

    Preferred Qualifications:

    • Thorough understanding of API and Scripting processes preferred
    • Linux experience preferred
    • Experience in Project Management preferred
    • Previous experience supporting a SaaS platform
    • Familiarity with Zendesk
    • Ability to troubleshoot code
    • Familiarity with Scripting
    • Ability to multitask and manage changing priorities
    • Strong technical aptitude proficiency in Google Drive, Microsoft Office Suite, OneCloud, & Python, Workiva products
    • Strong communication skills (verbal, listening, writing)
    • Self-motivated, accountable, and able to train others to demonstrate similar characteristics
    • Proven ability to meet established timelines and service level agreements
    • Demonstrate a strong sense of customer service
    • Ability to understand system logs and reports to solve issues
    • Assess support data and analytics to determine areas for improvement and create reports

    Remote - Ready Excellence:

    • 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 an five day 8 hour shift Central Time hours

    How You'll Be Rewarded

    Salary range in the US: $ $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

    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.

    #LI-MW1
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