Product Support Engineer
Core
Troubleshoot and resolve complex technical and functional issues for Workiva's SaaS platform via phone, chat, and tickets, acting as a product expert to guide users and improve self-service resources.
Role type
Senior IC Product Support Engineer (Technical)
Builds
Customer experience and support ticket deflection through knowledge base content
Domain
SaaS / Financial Reporting & Risk Management
Deliverable
client delivery
Required skills
SQL, relational database concepts, Python, JavaScript, API troubleshooting, log analysis, Zendesk, Microsoft Office Suite
Preferred skills
SaaS support experience, code-level troubleshooting, AI-assisted support tools, LLM understanding
Technologies
Zendesk, Python, JavaScript, SQL, JSON, APIs
Responsibilities
Support customers via phone, chat, and ticket management; troubleshoot complex issues using technology stack knowledge; author and edit knowledge base content; capture clear ticket notes; collaborate with Customer Success and Professional Services; mentor new hires.
Seniority
Mid-level, hands-on IC