The Product Support Engineer (PSE) is responsible for responding to customer issues across our Workiva platforms. Support consists of troubleshooting issues with customers and support, identifying problems, researching answers, and guiding the customer through corrective steps. A key component of this position will consist of providing technical and functional support to customers over the phone, chat or case management. A PSE provides product level expertise and technical expertise to solve for escalated issues. They are responsible for owning the customer experience and improving our ability, as a business, to support our customers' dynamic needs.

What You'll Do:

• Customer Support: Support customers by providing technical and functional expertise over the phone, chat and case management.

• Manages support escalations for solutions which require escalated product knowledge or permissions to solve the issue

• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer

• Maintain low to moderate experience in networking, infrastructure or other technical troubleshooting domains

• Capable of resolving complex customer issues with minimal assistance from other escalated tiers

• Provides a high quality customer experience to produce or maintain raving fans

• Represents support in functional product meetings or projects which align with products you support

• Work with Customer Success, Professional Services, and all other tiers of support to solve problems or identify opportunities - act as the POC for support

• Assist with the growth of the team by contributing to interview and candidate assessment

What You'll Need

Minimum Qualifications

• 2+ years of experience in a support/service role for a financial services company or technical support organization

• Bachelor's Degree, or an advanced degree will be considered in lieu of experience

Preferred Qualifications

• Fluency in Portuguese and English preferred

• Strong communication (verbal, listening and writing) skills

• Previous experience in one of the following fields is preferred: accounting and finance, SaaS Software Support, database end user support, System and/or network administration.

• Experience with technical systems such as Splunk, Jira, Confluence, AWS Services, or Zendesk preferred

• Ability to multitask and manage the changing priorities and customer requirements of a support role

• Aptitude and proven ability to achieve proficiency within multiple products or technologies

• Consistently follows protocol and can be trusted with elevated account level permissions and access

• Strong technical aptitude, with high competency in using Google Drive and Microsoft Office Suite

• Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics

• Demonstrates strong sense of customer service with ability to identify customer needs and expectations and respond in a timely and effective manner

• Basic experience with one or more of the following technologies preferred: Database technologies: Microsoft SQL, Oracle SQL, PostgresSQL, Redshift. Programming interfaces and API technologies: Restful API, SOAP, WSDL, and OpenAPI spec. Basic understanding of xml/JSON and their structures. Scripting languages: Python, Java, Node.js, Powershell, .BAT/Shell, Perl

Remote - Ready Excellence

• Varying and overtime hours required during peak seasons

• Reliable internet access for any period of time working remotely, not in a Workiva office

• Minimum travel

How You'll Be Rewarded

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.

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 important source of intellectual thought, varied perspective, and innovation. 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.We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .

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.