Software Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Comprehend and effectively communicate customer needs and requirements.

• Collaborate with Software Engineers to develop innovative components for back-end systems or solutions.

• Ideate and implement methods to enhance processes for quick and flexible support structures.

• Identify, verify, and replicate challenging issues to resolve customer problems.

• Cultivate relationships with Customer Support, Success, and Development teams to ensure the delivery of required features.

• Serve as the initial support contact for Customer Success staff to diagnose and troubleshoot customer issues.

• Work alongside functional testers in Quality Assurance for testing and regression analysis.

• Facilitate the resolution of complex issues that involve multiple teams.

• Engage as part of several development teams to find customer solutions.

• Manage service interruptions through incident management while minimizing business impact.

• Take charge of incidents, coordinate engineering and customer-facing resources, and ensure timely communication.

• Record incidents, including summaries, post-incident reviews, and lessons learned.

• Support APAC hours from 3PM - 12AM Pacific Time.

• Engage in a rotating on-call schedule.

⛳️ Requirements

• A minimum of 2 years of experience in software, QA, Support, or relevant IT fields.

• Bachelor's Degree or equivalent experience.

• Coursework or practical experience in supporting software development teams.

• Strong familiarity with industry-standard word processing and collaboration tools like Microsoft Office or Google Suite.

• Experience providing software support to non-technical users.

• Proficient in troubleshooting and performing root cause analysis of a software platform.

• A sense of urgency that enables prompt responses to issues requiring timely attention.

• Excellent communication skills.

• Familiarity with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog.

• Ability to support APAC hours from 3PM - 12AM Pacific Time.

• Willingness to participate in a rotating on-call schedule.

• Reliable internet access during any remote work period.

• Candidates must possess authorization to work in the U.S. on a permanent basis.

• Workiva will not offer visa sponsorship.

🏝️ Benefits

• A discretionary bonus typically awarded on an annual basis.

• Restricted Stock Units granted upon hiring.

• 401(k) matching program.

• Comprehensive employee benefits package.

• Minimal travel requirements.

• Opportunity for remote work from any location within the country of employment.

• Reasonable accommodations for applicants with disabilities.