Product Support Engineer

Join Workiva as a Product Support Engineer (PSE) and be the go-to problem solver for our platform. You'll provide technical and functional expertise to customers through various channels, troubleshoot complex issues, and contribute to team projects. This role requires strong communication skills, experience in customer-facing support, and familiarity with APIs and SaaS platforms.

Responsibilities

• Support customers by providing technical and functional expertise over the phone, via chat and ticket management.
• Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues.
• Contribute to scoped team projects and 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

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
• Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
• Familiarity with APIs, authentication methods, JSON, and common integration patterns
• Previous experience supporting a SaaS platform

Ability to multi-task and manage changing priorities

• Experience interpreting application logs, API responses, error messages, or code-level information to support troubleshooting
• Proficiency in Python or JavaScript to read logs and trace errors

Self-motivated and accountable to achieve results

• Familiarity with AI-assisted support tools and a practical understanding of large language models
• Proven ability to meet established timelines and service level agreements
• High competence in the Microsoft Office Suite
• Ability to understand system logs and reports and troubleshoot code to solve issues
• Familiarity with Zendesk
• Capable of troubleshooting and facilitating problem-solving through insightful questions
• Strong knowledge of SQL and relational database concepts