Product Support Engineer (Spanish or Portuguese fluency required)

The Product Support Engineer (PSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the PSE will assist customers in navigating technical and functional challenges for Workiva’s Governance, Risk, and Compliance (GRC) solutions. They not only troubleshoot and research solutions, but also guide users step by step, ensuring customers maximize our platforms at Workiva.

What You’ll Do

• Provide technical and product support to customers through phone, live chat, and email

• Manage customer inquiries within expected time frames and escalate complex technical issues as needed

• Troubleshoot customer issues using application knowledge, experience, and self-guided research

• Investigate and research customer tickets to provide solutions and recommendations

• Collaborate with Customer Success, Professional Services, Software Support Engineers and all support tiers to resolve problems

• Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability

What You’ll Need 

Minimum Qualifications 

• Typically requires a minimum of 2 years of Product Support experience with a Bachelor’s degree

• Customer service experience

• Fluent in Spanish OR Portuguese

Preferred Qualifications

• Previous experience supporting a SaaS platform

• Familiarity in Zendesk

• Knowledge of SQL

• SQL Certification preferred, but not required

• Ability to multitask and manage changing priorities

• Proficiency in Google Drive, Microsoft Office Suite, OneCloud

Travel Requirements & Working Conditions

• Varying and overtime hours may be required during peak seasons

• 10% travel expected

• Reliable internet access for any period of time working remotely and not in a Workiva office

How You’ll Be Rewarded

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

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.

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 talentacquisition@workiva.com.
 

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.