Product Support Engineer

Workiva Inc.; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Workiva is seeking a Product Support Engineer (PSE) to be the go-to problem solver for our platform. You’ll assist customers by phone, chat, and tickets, guiding them through technical and functional challenges and acting as a product expert.

You’ll work with internal teams to identify issues, document solutions, and contribute to self-service resources. The role emphasizes clear communication, professional conduct, and helping customers get the most from our SaaS platform.

Qualifications

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

Responsibilities

• Provide technical and functional expertise to customers over the phone, chat, and tickets.
• Manage customer inquiries within required time frames, in accordance with our support SLA’s.
• Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack and by self-guided research of issues.
• Maintain a high level of professionalism with customers and establish a positive rapport.

Skills

Strong communication

SaaS experience

Troubleshooting

Log analysis

Time management

Questioning skills

Python/JavaScript basics

APIs/JSON basics

SQL knowledge

Education

Undergraduate degree or equivalent professional experience

Tools

Zendesk

Office suite

Job description

The Product Support Engineer (PSE) is the go-to problem solver for Workiva’s platform. Whether through phone, chat, or tickets, PSE’s help customers navigate technical and functional challenges. From identifying problems, troubleshooting and providing solutions or workarounds in collaboration with other internal teams to guiding users step by step, PSE’s own the customer experience. They’re not just issue fixers – they’re product experts who make sure customers get the most out of our platforms. Join us in enhancing customer experience & satisfaction while driving our business forward.

What You’ll Do:

• Support customers by providing technical and functional expertise over the phone, via chat and ticket management
• Manage customer inquiries within required time frames, in accordance with our support SLA’s
• Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues, with minimal assistance from other resolver groups
• Maintain a high level of professionalism with customers and work to establish a positive rapport through every interaction
• Embrace a culture of knowledge centered service. Through the linking, authoring and editing of Workiva’s knowledge base content, to improve customer self-service resources and support ticket deflection
• Accurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and customer’s viewing from the support portal
• Work with Customer Success, Professional Services, and other SME groups to solve wider problems or identify proactive improvement opportunities - acting as the point of contact for support where required
• Contribute to scoped team projects and assist with mentoring new hires, interns or junior engineers

What You’ll Need

Minimum Qualifications

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

Preferred Qualifications

• Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
• Previous experience supporting a SaaS platform
• Ability to understand system logs and reports and troubleshoot code to solve issues
• Familiarity with Zendesk
• Proven ability to meet established timelines and service level agreements
• Self-motivated and accountable to achieve results
• Capable of troubleshooting and facilitating problem-solving through insightful questions
• High competence in the Microsoft Office Suite
• Ability to multi-task and manage changing priorities
• Strong knowledge of SQL and relational database concepts.
• Familiarity with APIs, authentication methods, JSON, and common integration patterns.
• Experience interpreting application logs, API responses, error messages, or code-level information to support troubleshooting.
• Familiarity with AI-assisted support tools and a practical understanding of large language models.
• Proficiency in Python or JavaScript to read logs and trace errors.

Travel & Working Conditions

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.
• Occasional public holiday coverage and overtime hours may be required during peak volume seasons
• Minimal travel expected

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

Workiva is an Equal Opportunity Employer.We believe that great minds think differently.We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.