Software Support Engineer

Job Description:

• Understand and clearly articulate customer needs and requirements
• Work with Software Engineers to design innovative components of back-end systems or solutions
• Brainstorm and implement ways to streamline processes for fast and adaptable support structures
• Identify, verify, and reproduce difficult issues to solve customer problems
• Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered
• Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues
• Collaborate with functional testers in Quality Assurance for testing and regression analysis
• Facilitate resolution of complex issues involving multiple teams
• Interact as part of multiple development teams to find customer solutions
• Manage service disruptions through incident management while minimizing business impact
• Take ownership of incidents, coordinate engineering and customer-facing resources, and ensure timely communication
• Document incidents, including summaries, post-incident reviews, and lessons learned
• Support APAC hours from 3PM - 12AM Pacific Time
• Participate in a rotating on-call schedule

Requirements:

• 2+ years of experience in software, QA, Support or applicable related IT fields
• Bachelor's Degree or equivalent experience
• Coursework or experience in supporting software development teams
• Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite
• Experience providing software support to non-technical users
• Experience troubleshooting and conducting root cause analysis of a software platform
• A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion
• Strong communication skills
• Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog
• Ability to support APAC hours working from 3PM - 12AM Pacific Time
• Ability to be on a rotating on-call schedule
• Reliable internet access for any period of time working remotely
• Candidates must be authorized to work in the U.S. on a permanent basis
• Workiva will not provide visa sponsorship

Benefits:

• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match
• Comprehensive employee benefits package
• Minimal travel
• Remote work from any location within the country of employment
• Reasonable accommodations for applicants with disabilities