Senior Technical Support Engineer

| Greater Denver Area | Hybrid
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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/ 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • Google AppEngineLanguages
    • Open SourceLanguages
    • Dart Languages
    • ReactLibraries
    • CassandraDatabases
    • Graph DatabaseDatabases
    • Google AnalyticsAnalytics
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Workiva is in an ideal location on the banks of the South Platte River surrounded by restaurants and retail shops!

An Insider's view of Workiva

What’s the vibe like in the office?

Workiva is a close-knit workplace where teamwork is highly valued—people encourage and truly appreciate the hard work of their fellow team members and treat each other with respect.

Molly Nitka

Corporate Programs Manager

What is your vision for the company?

Our mission at Workiva—to power transparent reporting for a better world—is supported by our company values: customer success, innovation, trust, integrity, inclusion, collaboration, and accountability. We are successful because we put our employees first, listen to their voices, and respond to their needs.

Marty Vanderploeg

CEO

What are Workiva Perks + Benefits

Workiva Benefits Overview

When you join Workiva, you get a world-class benefits package for you and your family. On day one, every full-time employee starts with stock options, vacation, and the opportunity to enroll in our discounted stock purchase plan.

We offer comprehensive health, dental, and vision care plans; life and disability insurance; and 12 weeks of paid parental leave. With a casual dress code, support for health and wellness, and flexible work hours, we’ve got you covered for whatever life brings.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have seven employee resource groups that are formed around a shared interest or common goal. These groups are designed to support their members and cultivate a more diverse & inclusive workspace.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workiva also provides 12 weeks of leave for the secondary caretaker.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Onsite gym
Professional Development Benefits
Job training & conferences
Workiva offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Promote from within
Continuing education available during work hours

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