Remote Software Support Engineer (APAC Hours)

Workiva Inc.; United States; Remote; USD 78,000 - 125,000; Full time

Benefits offered by this job

Discretionary annual bonus

Restricted Stock Units

401(k) match

Job summary

Workiva Inc. is seeking a Software Support Engineer to bridge Customer Support and Engineering, delivering timely technical assistance and creating strong customer experiences.

The role emphasizes collaboration with multiple development teams to identify root causes and implement effective solutions. You will engage in incident management, coordinate resources across teams, and document post-incident reviews to drive continuous improvement.

Qualifications

• 2+ years of experience in software, QA, support or IT fields.
• Bachelor's degree or equivalent experience.
• Experience supporting software development teams preferred.

Responsibilities

• Understand and articulate customer needs and requirements.
• Collaborate with Software Engineers to design components of back-end systems.
• Identify issues, reproduce problems, and provide timely resolutions.
• Coordinate with Customer Support, Success, and Development teams for feature delivery.
• Act as first line of support for Customer Success to diagnose issues.
• Support QA with testing and regression analysis.
• Manage incident resolution and post-incident reviews.
• Document incidents and lessons learned for knowledge sharing.

Skills

Strong communication

Root cause analysis

Customer focus

Education

Bachelor's degree or equivalent experience

Tools

Splunk

Sumo Logic

New Relic

Datadog

Job description

Workiva Inc. is seeking a Software Support Engineer to bridge Customer Support and Engineering, delivering timely technical assistance and creating strong customer experiences.

The role emphasizes collaboration with multiple development teams to identify root causes and implement effective solutions. You will engage in incident management, coordinate resources across teams, and document post-incident reviews to drive continuous improvement.