Remote SaaS Product Support Engineer

Workiva Inc.; Amsterdam; Remote; EUR 55,000 - 75,000; Full time

Job summary

Workiva Inc. is seeking a Product Support Engineer to serve as a go-to problem solver for our platform.

You will assist customers by phone, chat, and tickets, troubleshoot and resolve issues, and collaborate with internal teams to ensure a smooth customer experience. The role emphasizes knowledge-driven service, clear ticket documentation, and mentoring junior engineers while supporting proactive improvements.

Qualifications

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

Responsibilities

• Provide technical and functional support via phone, chat and ticketing
• Respond to customer inquiries within SLA timelines
• Troubleshoot complex issues using knowledge of Workiva tech stack
• Document ticket notes clearly for internal and customer portals
• Collaborate with Customer Success, Professional Services and other SME groups to address broader problems and improvements

Skills

Customer support

SQL

Python

JavaScript

Zendesk

APIs

JSON

SaaS

Log analysis

Education

Undergraduate degree

Tools

Zendesk

Job description

Workiva Inc. is seeking a Product Support Engineer to serve as a go-to problem solver for our platform.

You will assist customers by phone, chat, and tickets, troubleshoot and resolve issues, and collaborate with internal teams to ensure a smooth customer experience. The role emphasizes knowledge-driven service, clear ticket documentation, and mentoring junior engineers while supporting proactive improvements.