Senior Technical Support Engineer
The Senior Technical Support Engineer (STSE) is responsible for responding to customer issues across our Wdesk and Wdata platforms. This position will ensure customer issues are managed through to completion, finding advanced and efficient methods to solve for future occurrences, identifying ways to remove the issue from reoccurring, and training and mentoring other support engineers.
What You'll Do:
- Support customers by providing technical and functional expertise over the phone, chat, case management and in customer meetings.
- Manage support escalations as the highest escalation level before moving to product or technical engineering teams
- Maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
- Obtain moderate to high experience in networking, infrastructure or other technical troubleshooting domains
- Serve as Point of Contact for incident management support
- Review proposed ideas or workflows being introduced into case management
- Provide a high quality customer experience to produce or maintain raving fans
- Represent support in functional product meetings or projects which align with products which you manage with expertise
- Work with Customer Success, Professional Services, and all tiers of support to solve problems or identify opportunities - act as the POC for support
- Work directly with SSE / PSM to engage with Engineering and Product
- Train and mentor other engineers on the team - create accountability and professionalism within the team
- Interview and assess candidates for promotion and new hire
- Facilitate ticket reviews for 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
Experience
- Previous experience in accounting or finance preferred
- 4+ years experience in a support/service role for a financial services company or technical support organization
- Experience with database support, systems administration or network security support.
- Experience working with product management or development in an Enterprise or Large Network setting
Skills
- Ability to multi-task and manage changing priorities
- Aptitude and proven ability to learn deep understanding around 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
- Ability to understand intermediate to advanced math concepts
- Strong technical aptitude, with competency in using Google Drive, Microsoft Office Suite, OneCloud & Workiva products
- Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics
- Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
- 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 understand needs for system logs and system reports and can work with eng/ops to build new tools and reports to improve troubleshooting
Travel: Up to 10%
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: We 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: https://www.linkedin.com/company/workiva/life/