Software Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $68k - $108k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Workiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

💸 Finance

📋 Compliance

SaaS • Finance • Compliance

Workiva is a cloud-based, AI-powered platform that unifies financial reporting, risk and compliance management, and sustainability reporting. It enables teams to connect data across systems, collaborate in real time, automate reporting (including XBRL tagging), and maintain auditability and traceability for regulated disclosures and assurance processes. Workiva serves large enterprises and finance, legal, audit, and sustainability teams to accelerate reporting, improve accuracy, and reduce risk.

📋 Description

• Understand and clearly articulate customer needs and requirements • Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs • Brainstorm and implement ways to streamline processes for fast and adaptable support structures • Identify, verify, and reproduce difficult issues to solve customer problems from various sources. • Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery • Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues • Collaborate with functional testers in Quality Assurance for testing and regression analysis. • Facilitate resolution of complex issues involving multiple teams • Interact as part of multiple development teams to find customer solutions • Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution • Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders • Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement

🎯 Requirements

• 2+ years of experience (in software, QA, Support or applicable related IT fields) • Bachelor's Degree or equivalent experience • Coursework or experience in supporting software development teams • Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite • Experience providing software support to non-technical users • Experience troubleshooting and conducting root cause analysis of a software platform • A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion • Strong communication skills • Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog

🏖️ Benefits

• A discretionary bonus typically paid annually • Restricted Stock Units granted at time of hire • 401(k) match and comprehensive employee benefits package