Software Support Engineer

Workiva Inc.; California; Hybrid; USD 78,000 - 125,000; Full time

Benefits offered by this job

Restricted Stock Units

401(k) match

Comprehensive employee benefits

Job summary

Workiva Inc. is seeking a customer-focused support professional to understand customer needs and translate them into backend system improvements.

You will collaborate with software engineers to design solutions, streamline processes for faster support, and drive incident management across teams. Responsibilities include diagnosing complex issues, coordinating across Customer Support, Success, and Development, and acting as the first line of support for Success staff.

Qualifications

• 2+ years of experience in software, QA, Support or related IT fields.
• Bachelor's Degree or equivalent experience.
• Coursework or experience in supporting software development teams is preferred.
• Proficiency with Word processing/Collaboration tools (Microsoft Office/Google Suite).
• Experience supporting software users, troubleshooting, and root cause analysis.
• Ability to respond quickly with a sense of urgency.
• Strong communication skills are essential.
• Nice to have experience with logging tools such as Splunk, Sumologic, New Relic, Datadog.

Responsibilities

• Understand and clearly articulate customer needs and requirements.
• Collaborate with software engineers to design backend components.
• Streamline processes for fast, adaptable support structures.
• Identify, verify, and reproduce complex issues for resolution.
• Manage relationships with Customer Support, Success, and Development teams.
• Act as first line of support for Customer Success staff.
• Coordinate with QA to test and perform regression analysis.
• Facilitate resolution of complex issues across teams.
• Interact with multiple development teams to find customer solutions.
• Incident management to minimize business disruption and ensure timely resolution.
• Take ownership of incidents and coordinate engineers and customer teams.
• Document incidents, post-incident reviews, and lessons learned.

Skills

2+ yrs exp

Strong communication

Customer-focused

Education

Bachelor's Degree or equivalent

Tools

Splunk

Sumologic

New Relic

Datadog

Job description

Ability to support APAC hours working from 3PM - 12AM Pacific Time

What You’ll Do

• Understand and clearly articulate customer needs and requirements
• Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs
• Brainstorm and implement ways to streamline processes for fast and adaptable support structures
• Identify, verify, and reproduce difficult issues to solve customer problems from various sources
• Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery
• Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues
• Collaborate with functional testers in Quality Assurance for testing and regression analysis
• Facilitate resolution of complex issues involving multiple teams
• Interact as part of multiple development teams to find customer solutions
• Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution
• Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders
• Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement

What You’ll Need

• Minimum Qualifications 2+ years of experience (in software, QA, Support or applicable related IT fields)
• Bachelor's Degree or equivalent experience
• Preferred Qualifications Coursework or experience in supporting software development teams
• Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite
• Experience providing software support to non-technical users
• Experience troubleshooting and conducting root cause analysis of a software platform
• A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion
• Strong communication skills
• Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog

Travel Requirements & Working Conditions

• Ability to support APAC hours working from 3PM - 12AM Pacific Time
• Minimal Travel
• Ability to be on a rotating on-call schedule (minimal disruption)
• Reliable internet access for any period of time working remotely, not in a Workiva office

Workiva will not provide visa sponsorship for this position. Candidates must be authorized to work in the U.S. on a permanent basis.

How You’ll Be Rewarded

• Salary range in the US: $78,000.00 - $125,000.00
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic. Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [e-mail].

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

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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