3 days ago
Remote, United StatesMid Level
Base Salary
$78k - $125k/yr
Responsibilities
- Understand and communicate customer needs and requirements.
- Provide technical support to Customer Success and other customer-facing teams by diagnosing and troubleshooting software issues.
- Identify, verify, reproduce, and resolve complex platform issues through collaboration with Software Engineers and multiple development teams.
- Design or contribute to back-end system components and solutions for internal customer needs.
- Streamline support processes and develop adaptable support structures.
- Coordinate with Customer Support, Customer Success, Development, and Quality Assurance teams on feature delivery, testing, and regression analysis.
- Manage service disruptions, coordinate incident response resources, minimize business impact, and communicate with customers and stakeholders.
- Document incidents, post-incident reviews, summaries, and lessons learned.
Requirements
- At least 2 years of experience in software, QA, support, or applicable related IT fields.
- Bachelor’s degree or equivalent experience.
- Coursework or experience supporting software development teams is preferred.
- Experience providing software support to non-technical users is preferred.
- Experience troubleshooting software platforms and conducting root-cause analysis is preferred.
- Strong understanding of collaboration and word-processing tools such as Microsoft Office or Google Suite is preferred.
- Experience with logging tools such as Splunk, Sumo Logic, New Relic, or Datadog is preferred.
- Strong communication skills and the ability to respond urgently to time-sensitive issues.
Benefits
- Salary range is $78,000 to $125,000 in the US, with a discretionary annual bonus, restricted stock units, 401(k) matching, and comprehensive employee benefits.
- Supports APAC hours from 3 PM to 12 AM Pacific Time.
- Rotating on-call schedule with minimal disruption.
- Minimal travel required.
- Remote work is available from any location within the employee’s country of employment, with reliable internet access required when working remotely.
- Visa sponsorship is not provided, and candidates must be authorized to work permanently in the US.
Tech Stack
DatadogSplunkSumo Logic
Categories
About Workiva
Workiva builds a cloud platform for connected financial, regulatory, and ESG reporting used by finance, accounting, risk, and audit teams at enterprises and government agencies. Its SaaS products support SEC and SEDAR filings, SOX/internal controls, enterprise risk management, and audit-ready collaboration with data linking and workflow automation. Founded in 2008 and headquartered in Ames, Iowa, Workiva is a public company traded on the NYSE under the ticker WK.