Workiva

Software Support Engineer

USA - Remote

Sponsorship not specified$68k-$108kDetected 2 days ago

DatadogProduct ManagementCustomer SupportCommunicationCollaborationAdaptabilityMicrosoft Office

About the role

In this role, you will go far beyond first-level triage.
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.

Identify root causes and validate fixes for customer-reported issues in back-end systems leveraging advanced diagnostic tools and telemetry
Own the end-to-end incident management lifecycle.
Brainstorm and implement ways to streamline processes for fast and adaptable support structures
Collaborate closely with Customer Support, Success, and Development teams to streamline issue resolution, drive engineering ticket deflection, and ensure customer feedback informs the product lifecycle.
You will actively diagnose complex, multi-tiered technical issues, perform deep-dive root cause analysis in back-end environments, and collaborate directly with engineering squads to isolate defects and validate technical fixes.
You will focus on technical diagnostics and incident resolution, moving beyond basic helpdesk support without the focus on feature coding or QA testing
Workiva is the platform designed to bring confidence, control, and a competitive edge to the world's most complex organizations.
The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

2+ years of relevant experience within a SaaS organization
Bachelor's degree or equivalent experience
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Mountain or Pacific time zone preferred
Experience with system tracing and log analysis to isolate and diagnose complex back-end issues
Experience with logging and observability tools such as Splunk, Sumo Logic, New Relic, and/or Datadog
Experience troubleshooting software issues, acting as a technical liaison for non-technical users, and supporting development teams in bug investigation and resolution
Strong understanding of industry-standard word processing/collaboration tools such as Microsoft Office or Google Suite
A sense of urgency allowing for fast response to time-sensitive issues
Strong communication skills
Ability to be on a rotating on-call schedule (minimal disruption)

$68,000.00 - $108,000.00 ✅ A discretionary bonus typically paid annually
The salary range represents the low and high end of the salary range for this job in the US.
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Workiva is seeking a Software Support Engineer to own the technical resolution lifecycle for our Document Platform, Regulated Reporting, and Sustainability Reporting product lines.

ability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic

This listing is sourced directly from Workiva's careers page and normalized into a canonical job model.