Lead Technical Support Engineer
Summary
The Lead Technical Support Engineer (LTSE) 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. An LTSE is the subject-matter expert and technical expert for both commercial and technical applications. This skillset enables them to own escalations with executive-role customers; while representing Customer Support and Workiva as industry experts and leaders in the field.
Responsibilities
- 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 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 support and escalation where necessary
- Operate within the networking, infrastructure, or other technical troubleshooting domain bodies of knowledge
- 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 aligned support model
- As POC for technical support, work with 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 team - making suggestions on improvements areas of opportunity
What You'll Need
Education
- Undergraduate Degree or equivalent combination of education and experience in a related field.
- 6+ years experience in a support/service role for a financial services company or technical support organization
- Previous experience in one of the following fields is preferred: accounting and finance, SaaS Software Support, database end user support, System and/or network administration.
- Experience working with product management or product development in a software company
- Experience with technical systems such as Splunk, Jira, Confluence, AWS Services, or Zendesk required
- Intermediate to advanced experience with one or more of the following technologies required:
- Database technologies, e.g.:
- Microsoft SQL, Oracle SQL, PostgresSQL, RedShift
- Programming interfaces and API technologies e.g.:
- Restful API, SOAP, WSDL and OpenAPI spec
- Including a basic understanding of XML/JSON and their structures
- Script languages e.g.:
- Python, Java, Node .js, PowerShell, .BAT/Shell, Perl
- 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.
- Consistently follows protocol and can be trusted with elevated account level permissions and access
- Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics
- Proven ability to meet established timelines and service level agreements
- Demonstrates strong sense of customer service with ability to identify customer needs and expectations and respond in a timely and effective manner
- Ability to interpret system logs and system reports and can work with engineering/operations to build new tools and reports to improve troubleshooting
- Up to 10% travel
- Varying and overtime hours required during peak seasons
- Reliable internet access for any period of time working remotely, not in a Workiva office.
How You’ll Be Rewarded
Base Pay Range in Colorado: $36 - $52 an hour
Restricted Stock Units granted at time of hire
A discretionary bonus typically paid annually
401(k) Match
Monthly phone stipend
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
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 Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) 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.
Learn more about life at Workiva: https://www.linkedin.com/company/workiva/
Learn more about benefits: https://www.workiva.com/careers/benefits
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.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment. Effective October 18, 2021, proof of COVID-19 vaccination is required to visit any Workiva office, attend in-person meetings, or travel for business purposes.
