Product Support Engineer
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Job Description
Product Support Engineer troubleshooting Workiva’s AI-powered finance, risk, and sustainability platform for customers. Supporting users through phone, chat, tickets, knowledge content, and cross-functional collaboration.
Responsibilities:
- Support customers by providing technical and functional expertise over the phone, via chat, and through ticket management
- Manage customer inquiries within required time frames in accordance with support SLAs
- Troubleshoot and resolve complex customer issues using the technology stack, prior experience, and self-guided research
- Maintain professionalism and establish positive rapport during customer interactions
- Link, author, and edit Workiva knowledge base content to improve self-service resources and ticket deflection
- Capture ticket notes, document activities, and manage tickets clearly and concisely
- Work with Customer Success, Professional Services, and subject-matter-expert groups to solve broader problems and identify proactive improvements
- Act as the point of contact for support where required
- Contribute to scoped team projects
- Assist with mentoring new hires, interns, or junior engineers
Requirements:
- Undergraduate degree or equivalent professional experience in a related role
- 2 years or more of experience in customer-facing product and/or technical support
- Intermediate application or database support experience
- Strong communication skills with experience supporting customers across email, phone, and ticketing systems
- Previous experience supporting a SaaS platform
- Ability to understand system logs and reports and troubleshoot code
- Familiarity with Zendesk
- Ability to meet established timelines and service level agreements
- Ability to troubleshoot and facilitate problem-solving through insightful questions
- High competence in the Microsoft Office Suite
- Ability to multi-task and manage changing priorities
- Strong 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
- Familiarity with AI-assisted support tools and practical understanding of large language models
- Proficiency in Python or JavaScript to read logs and trace errors
- Occasional public holiday coverage and overtime hours may be required during peak volume seasons
- Reliable internet access for any period of time working remotely
Benefits:
- Flexible work arrangements
- Reliable internet access for periods working remotely
- Occasional public holiday coverage and overtime hours may be required during peak volume seasons
- Minimal travel expected
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