Job Information
Workiva, Inc Senior Product Support Engineer - (Spanish/Portuguese/Englis in Denver, Colorado
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 suppo
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... For full info follow application link.
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