Remote SaaS 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

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.