Workiva is a company focused on bridging the gap between customer support and engineering teams. The Software Support Engineer plays a crucial role in providing technical support, ensuring timely resolution of customer issues, and collaborating with development teams to enhance customer satisfaction.
Responsibilities:
- 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
Requirements:
- 2+ years of experience (in software, QA, Support or applicable related IT fields)
- Bachelor's Degree or equivalent experience
- 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