Remote SaaS Product Support Engineer

Workiva Inc.; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

Workiva Inc. in the United Kingdom is hiring a Product Support Engineer to act as the primary technical and functional expert for our platform.

You will assist customers by phone, chat, and tickets, troubleshoot complex issues, and guide users through solutions or workarounds while collaborating with internal teams. You'll capture clear ticket notes, contribute to knowledge base content, and participate in proactive improvement projects with Customer Success, Professional Services and SMEs.

Qualifications

• 2+ years in customer-facing product or technical support.
• Experience supporting a SaaS platform.
• Ability to understand system logs and troubleshoot issues.
• Familiarity with Zendesk and APIs is a plus.

Responsibilities

• Provide technical and functional expertise via phone, chat, and tickets.
• Manage inquiries within SLA guidelines and troubleshoot complex issues.
• Document ticket notes clearly for internal and customer view.
• Contribute to knowledge base content to improve self-service resources.
• Collaborate with Customer Success, Professional Services and SMEs on broader problems.
• Mentor new hires or junior engineers when needed.

Skills

Customer support

SaaS support

SQL

Python

JavaScript

APIs

Problem solving

Communication

Education

Undergraduate degree or equivalent

Tools

Zendesk

Job description

Workiva Inc. in the United Kingdom is hiring a Product Support Engineer to act as the primary technical and functional expert for our platform.

You will assist customers by phone, chat, and tickets, troubleshoot complex issues, and guide users through solutions or workarounds while collaborating with internal teams. You'll capture clear ticket notes, contribute to knowledge base content, and participate in proactive improvement projects with Customer Success, Professional Services and SMEs.