Product Support Engineer
Posted Updated
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
- 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
- Occasional public holiday coverage and overtime hours may be required during peak volume seasons
- 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
- Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
- Strong communication skills with experience in supporting customers across various live channels (email, phone, ticketing systems)
- Familiarity with APIs, authentication methods, JSON, and common integration patterns
- Previous experience supporting a SaaS platform
- Ability to multi-task and manage changing priorities
- Experience interpreting application logs, API responses, error messages, or code-level information to support troubleshooting
- Proficiency in Python or JavaScript to read logs and trace errors
- Self-motivated and accountable to achieve results
- Familiarity with AI-assisted support tools and a practical understanding of large language models
- Proven ability to meet established timelines and service level agreements
- High competence in the Microsoft Office Suite
- Ability to understand system logs and reports and troubleshoot code to solve issues
- Familiarity with Zendesk
- Capable of troubleshooting and facilitating problem-solving through insightful questions
- Strong knowledge of SQL and relational database concepts