Software Support Engineer

Workiva is seeking a Software Support Engineer to own the technical resolution lifecycle for our Document Platform, Regulated Reporting, and Sustainability Reporting product lines. In this role, you will actively diagnose complex technical issues and collaborate directly with engineering teams to isolate defects and validate fixes.

Responsibilities:

• Understand and clearly articulate customer needs and requirements
• Identify, reproduce, and verify issues to solve customer problems from various sources
• Identify root causes and validate fixes for customer-reported issues in back-end systems leveraging advanced diagnostic tools and telemetry
• Facilitate resolution of complex and often ambiguous issues involving multiple teams including engineering, product management, site reliability
• Own the end-to-end incident management lifecycle. Coordinate cross-functional resources across engineering and customer-facing teams to rapidly diagnose and resolve service disruptions, minimizing business impact while ensuring transparent, timely communication to stakeholders
• Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement
• Brainstorm and implement ways to streamline processes for fast and adaptable support structures
• Collaborate closely with Customer Support, Success, and Development teams to streamline issue resolution, drive engineering ticket deflection, and ensure customer feedback informs the product lifecycle

Requirements:

• 2+ years of relevant experience within a SaaS organization
• Bachelor's degree or equivalent experience
• Mountain or Pacific time zone preferred
• Experience with system tracing and log analysis to isolate and diagnose complex back-end issues
• Experience with logging and observability tools such as Splunk, Sumo Logic, New Relic, and/or Datadog
• Experience troubleshooting software issues, acting as a technical liaison for non-technical users, and supporting development teams in bug investigation and resolution
• Strong understanding of industry-standard word processing/collaboration tools such as Microsoft Office or Google Suite
• A sense of urgency allowing for fast response to time-sensitive issues
• Strong communication skills