Senior Product Support Engineer - (Spanish/Portuguese/English fluency required)

The Senior Product Support Engineer (SrPSE) responds to customer issues across our Workiva platforms. This role ensures timely resolution of customer issues, implements advanced solutions to prevent reoccurrence, and mentors other support engineers.

They provide technical and functional support over the phone, chat, and case management, maintaining customer professionalism and rapport.

Capable of resolving complex issues independently, they escalate only when necessary and contribute to improving the customer experience and support workflows.

Additionally, they participate in candidate interviews and facilitate ticket reviews for the support team.

What You'll Do :

Provide technical and functional support to customers via phone, chat, and case management

Troubleshoot customer issues independently, utilizing application knowledge and self-guided research

Recognize and respond to urgent customer issues and take necessary steps to remediate or escalate

Contribute to improving the customer experience and support workflows

Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to solve problems

Interview and assess candidates for promotion and new hires

Facilitate ticket reviews for the support team, making suggestions for improvement

Live the Workiva Values and Principles, embodying accountability and a results-oriented mindset

What You'll Need :

Minimum Qualifications :

Fluency in English

Fluency in Spanish and / or Portuguese

4+ years of related experience

Bachelor's Degree

Advanced degree considered in lieu of experience

Preferred Qualifications :

Thorough understanding of API and Scripting processes preferred

Linux experience preferred

Experience in Project Management preferred

Previous experience supporting a SaaS platform

Familiarity with Zendesk

Ability to troubleshoot code

Familiarity with Scripting

Ability to multitask and manage changing priorities

Strong technical aptitude proficiency in Google Drive, Microsoft Office Suite, OneCloud, & Python, Workiva products

Strong communication skills (verbal, listening, writing)

Self-motivated, accountable, and able to train others to demonstrate similar characteristics

Proven ability to meet established timelines and service level agreements

Demonstrate a strong sense of customer service

Ability to understand system logs and reports to solve issues

Assess support data and analytics to determine areas for improvement and create reports

Remote - Ready Excellence :

Varying and overtime hours required during peak seasons

Minimal travel

Reliable internet access for any period of time working remotely, not in a Workiva office

Must be able to work an five day 8 hour shift Central Time hours

How You'll Be Rewarded

Salary range in the US : $33.00 - $56.00

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.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently.

We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.

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.

We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com .

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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