The Product Support Solution Lead is responsible for providing expert-level product and technical support across Workiva platforms. They interact with product and customer success teams to own critical priorities and troubleshoot advanced problems. They work on problems of complex scope where situational analysis, technical assessment, industry knowledge, and product domain expertise are required to execute accurate and urgent results. The Product Support Solution Lead is the subject-matter expert and technical expert for both commercial and technical applications. This skill set enables them to own escalations with executive-role customers; while representing Customer Support and Workiva as industry experts and leaders in the field.
Operate as a project lead within the team to manage support and technical support related projects
Point of contact (POC) for Executive escalations and most enterprise escalations to provide consultative direction and support in the resolution and communication of cases before moving to product or technical engineering teams
Support the highest level, executive, and enterprise customers by providing technical and functional expertise over the phone, chat, case management and in customer meetings
Elevate rapport with clients through technical consulting and support and escalation where necessary
Lead incident management support across the technical support function
Represent the technical support team in the representation and resolution of opportunities with product engineering to ensure quality communications between teams and prioritization of critical product needs
Assess and operationalize where appropriate the proposed ideas or workflows being introduced into case management
Build and analyze support data to make recommendations for operational improvements to the support organization
Lead team in delivering outstanding technical customer support while using metrics to continuously elevate processes and methods for delivering results
Represent technical support team in functional product meetings or projects which align with support model
As POC for technical support, work with the Customer Success, Professional Services, and all tiers of support to solve problems or identify opportunities
As POC for technical support, work directly with escalation points in Customer Success to engage with Engineering/Development and Product Management
Using agile and lean principles, facilitate ticket review for technical support teams - making suggestions on improvements or areas of opportunity.
What You’ll Need:
Requires 6+ years of related experience in a support/services role
An advanced degree will be considered in lieu of experience
Previous experience in SaaS Software Support, database end user support, System and/or network administration
Experience with technical systems such as Splunk, JIRA, Confluence, AWS Services, or Zendesk
Intermediate to advanced experience with one or more of the following technologies:
Scripting languages such as: Python, Java, Node .js, PowerShell, .BAT/Shell, Perl
Experience with programming interfaces and API technologies such as: Restful API, SOAP, WSDL and OpenAPI spec
Understanding of XML/JSON and their structures
Database technologies such as Microsoft SQL, Oracle SQL, PostgressSQL, RedShift
Ability to multitask and manage the changing priorities and customer requirements of a support role
Proven aptitude in developing, modifying and testing processes to drive efficiencies and expected outcomes
Aptitude and proven ability to achieve proficiency within multiple products or technologies - specifically around database administration and query languages, network administration/security, or development coding languages
Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics
Ability to interpret system logs and system reports and can work with engineering and operations to build new tolls and reports to improve troubleshooting
Travel up to 10%
Varying hours and overtime hours required during peak season
Reliable internet access for any period of time working remotely, not in a Workiva office.
How You’ll Be Rewarded:
The salary range represents the low and high end of the salary range for this job in the US. 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.
Where You’ll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
Customer Success: Always delight our customers.
Trust: Rely on each other.
Integrity: Do the right thing, every time.
Collaboration: Share resources and work together.
Innovation: Keep creating solutions and finding better ways.
Inclusion: Support a diverse community where we all belong.
Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email firstname.lastname@example.org.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.