Software Support Engineer

Workiva is a platform designed to bring confidence, control, and a competitive edge to complex organizations. The Software Support Engineer plays a crucial role in bridging the gap between Customer Support and Engineering teams, providing technical support and ensuring timely resolution of customer issues to deliver exceptional experiences.

Responsibilities:

• 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
• Incident Management: 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
• Mountain or Pacific time zone preferred
• 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