Product Support Engineer (SHIFT : Saturday - Wednesday, 8AM-5PM CT)

Must be available to work Saturday through Wednesday from 8am - 5pm CT

This Product Support Engineer (PSE) provides comprehensive support to Workiva customers, addressing both content integration needs and technical / functional product support. This individual will manage customer requests, troubleshoot issues, and ensure an exceptional customer service experience. This role requires availability to work specified hours and may involve assisting on ancillary projects.

What You'll Do

Provide timely service to customers, including Capital Markets and Investment Working Groups, and other Workiva and data platform users, throughout transaction completion, regulatory reporting cycles, and general customer support needs

Complete routine service requests, such as document imports, edits, and general customer support requests

Import documents supplied from customers, applying correct formulas, formatting, and style in Workiva Documents

Create and link source financial data in Workiva

Ensure the accuracy of documents through review of completed work

Answer customer inquiries through dedicated support lines, email, chat, and ticket management

Troubleshoot customer issues using application knowledge, experience, and self-guided research

Resolve customer issues independently or with minimal assistance

Escalate customer issues to appropriate team members while remaining accountable to customers

Assist the Content Integration Department on ancillary service projects

Link, author, and edit content in Workiva's knowledge base to enhance customer self-service resources

Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability

Work on routine problems of a straightforward nature

Solve problems and investigate issues by analyzing situations or data following applicable procedures

Follow common procedures to complete standardized assignments

What You'll Need

Minimum Qualifications

2 + years of related experience

Typically requires a Bachelor's degree or equivalent work experience

Preferred Qualifications

Technical support experience

Customer service experience

Background in accounting / finance industry

Previous customer-facing role(s)

Technical aptitude with competency in G Suite and Microsoft Office applications

Basic or intermediate experience in database support or network security support preferred

Proven professionalism in verbal and written communication via phone, email, and other channels

Self-motivated with a strong propensity for action, results, and continuous improvement

Adaptability and flexibility to work successfully in a rapidly changing environment to meet client deliverables and tight deadlines

Strong organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

Proficiency to communicate directly with customers on technical aspects of our application

Demonstrated ability to lead, work independently, and take initiative to meet established timelines

Ability to deliver high-quality service and support under pressure with a keen attention to detail

Anticipate obstacles, establish timelines, and define service level agreements

Collaborate with cross-functional teams in meetings or projects, contributing to a positive team culture

Working Conditions

Must be available to work specified hours : Saturday through Wednesday from 8am - 5pm CDT

Less than 10% travel or minimal travel expected

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

How You'll Be Rewarded

Salary range in the US : $27.50 - $44.00

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.

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.

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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