Software Support Engineer

Workiva Software Support Engineers provide the first line of technical support to our Customer Success staff. Working as an intermediary between Customer Success staff and development teams to identify root causes of customer issues in order to quickly deliver solutions to any problem that a customer might encounter.
Workiva's culture and workspace is team-oriented and fast paced and our Software Support Engineers are in the middle of it all. As a Software Support Engineer you would not only verify issues but also identify and pursue solutions. Were seeking out individuals who are excited by the idea of working in a dynamic work environment to create a great software experience for our customers.
What Youll Do:
Act as a first line of development support for our Customer Success staff to diagnose and troubleshoot issues that arise from our customers.
Work to troubleshoot problems in real-time, interacting with customers and internal support representatives to deliver maximum customer satisfaction.
Interact as a part of multiple development teams to find solutions for customers.
Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources.
Facilitate the resolution of complex issues that may require the involvement of multiple teams and roles.
Collaborate with functional testers in Quality Assurance to assist in testing and regression analysis.
Brainstorm and implement ways to streamline our processes to keep our support structure fast and adaptable.
Drink free soda and coffee along with all of the healthy snacks you can eat.
What Youll Need:
Intense passion for troubleshooting and root cause analysis
Self-motivation and excellent problem-solving skills
Strong ability to influence and inspire your team
Ability to communicate with technical and non-technical individuals and translate when needed
A drive to improve, both personally and professionally
Bonus Points:
Coursework or prior experience in computer or engineering related fields
Experience working with a geographically distributed team
Experience working in both technical and non-technical environments

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