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.

 

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 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:

 

Minimum Qualifications:

  • Requires 6+ years of related experience in a support/services role
  • Bachelor’s Degree
  • An advanced degree will be considered in lieu of experience

 

Preferred Qualifications: 

  • 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

 

Telecommuting Requirements:

  • 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:

  • Salary range in the US:

$42.00 – $71.00

  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire
  • 401(k) match and comprehensive employee benefits package
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