Product Support Engineer

Overview

In this role you will be the frontline expert helping customers navigate Workiva’s platform, blending technical troubleshooting with product guidance. You will collaborate across teams to resolve complex issues, empower users with self-service resources, and drive customer satisfaction. You’ll work closely with Customer Success, Professional Services, and SMEs to scale support and improve processes. This is a hands-on position at the intersection of support, product, and customer experience, with meaningful impact on adoption and outcomes.

Pay / Benefits

• remote work flexibility
• flexible working arrangements
• overtime during peak seasons

Responsibilities

• Provide technical and functional support via phone, chat, and tickets
• Manage inquiries within SLA targets
• Troubleshoot and resolve complex issues using product knowledge and self-guided research
• Maintain professional, positive client interactions and rapport
• Contribute to knowledge base improvements and self-service resources
• Accurately document ticket activities for internal and customer visibility
• Collaborate with other teams to solve broader problems and identify improvement opportunities
• Mentor new hires, interns, or junior engineers and contribute to team projects

Key requirements

• Undergraduate degree or equivalent professional experience
• 2+ years in customer-facing product or technical support
• Intermediate application or database support experience
• Strong communication across channels
• Self-motivated and accountable
• Ability to ask insightful questions to guide troubleshooting
• SQL and relational database concepts
• APIs, JSON, and integration patterns
• Ability to read logs and trace errors in Python or JavaScript

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