Remote Product Support Engineer - SaaS Platform Expert

Workiva Netherlands BV; Amsterdam; Remote; EUR 55,000 - 75,000; Full time

Job summary

Workiva Netherlands BV is seeking a Product Support Engineer to be the go-to problem solver on our platform. You’ll support customers via phone, chat, and tickets, troubleshoot complex issues, and guide users through solutions while collaborating with internal teams.

In this role you’ll contribute to knowledge base content, document activities clearly, and mentor new hires. A customer-focused mindset and strong problem-solving skills are essential for driving satisfaction and product adoption.

Qualifications

• Undergraduate degree or equivalent professional experience in a related role.
• 2+ years of experience in customer-facing product or technical support.
• Intermediate application or database support experience.

Responsibilities

• Provide technical and functional support via phone, chat and tickets.
• Manage customer inquiries within required time frames, in accordance with SLA's.
• Troubleshoot and resolve complex customer issues using the tech stack and internal resources.
• Maintain a high level of professionalism with customers and build positive rapport.
• Contribute to knowledge base content to improve self-service resources.
• Accurately capture ticket notes and document activities for internal and customer view.
• Collaborate with Customer Success, Professional Services and SMEs to solve wider problems.
• Mentor new hires, interns or junior engineers.

Skills

Customer communication

Problem solving

SQL basics

Python/JS familiarity

Education

Undergraduate degree or equivalent

Tools

Zendesk

Job description

Workiva Netherlands BV is seeking a Product Support Engineer to be the go-to problem solver on our platform. You’ll support customers via phone, chat, and tickets, troubleshoot complex issues, and guide users through solutions while collaborating with internal teams.

In this role you’ll contribute to knowledge base content, document activities clearly, and mentor new hires. A customer-focused mindset and strong problem-solving skills are essential for driving satisfaction and product adoption.