Software Support Engineer

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

Benefits offered by this job

Discretionary bonus

401(k) match

Comprehensive benefits

Restricted Stock Units

Job summary

Workiva, Inc. is seeking a Software Support Engineer to bridge Customer Support and Engineering, delivering timely resolutions and excellent customer experiences.

You will collaborate with multiple development teams to identify root causes and implement effective solutions, ensuring features are delivered for successful product delivery and ongoing support improvement.

Qualifications

• 2+ years of experience in software, QA, Support or applicable related IT fields.
• Bachelor's degree or equivalent experience
• Experience supporting software development teams preferred.
• Experience troubleshooting and root cause analysis of a software platform.
• Ability to respond quickly to issues requiring timely attention.

Responsibilities

• Understand and articulate customer needs and requirements.
• Work with software engineers to design components or back-end solutions.
• Streamline processes for faster, adaptable support structures.
• Identify, verify, and reproduce difficult issues to resolve.
• Manage relationships with Customer Support, Success, and Development teams.

Skills

Strong communication

Root cause analysis

Splunk

Sumo Logic

New Relic

Datadog

Microsoft Office

Google Workspace

Software troubleshooting

Collaborative teamwork

Education

Bachelor's degree or equivalent

Tools

Splunk

Sumo Logic

New Relic

Datadog

Job description

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

As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and the Engineering teams responsible for the Workiva Platform. Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You will collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction.

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

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

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.

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.