Product Support Engineer

• Support customers by providing technical and functional expertise over the phone, via chat, and through ticket management
• Manage customer inquiries within required time frames in accordance with support SLAs
• Troubleshoot and resolve complex customer issues using the technology stack, prior experience, and self-guided research
• Maintain professionalism and establish positive rapport during customer interactions
• Link, author, and edit Workiva knowledge base content to improve self-service resources and ticket deflection
• Capture ticket notes, document activities, and manage tickets clearly and concisely
• Work with Customer Success, Professional Services, and subject-matter-expert groups to solve broader problems and identify proactive improvements
• Act as the point of contact for support where required
• Contribute to scoped team projects
• Assist with mentoring new hires, interns, or junior engineers

• Undergraduate degree or equivalent professional experience in a related role
• 2 years or more of experience in customer-facing product and/or technical support
• Intermediate application or database support experience
• Strong communication skills with experience supporting customers across email, phone, and ticketing systems
• Previous experience supporting a SaaS platform
• Ability to understand system logs and reports and troubleshoot code
• Familiarity with Zendesk
• Ability to meet established timelines and service level agreements
• Ability to troubleshoot and facilitate problem-solving through insightful questions
• High competence in the Microsoft Office Suite
• Ability to multi-task and manage changing priorities
• Strong knowledge of SQL and relational database concepts
• Familiarity with APIs, authentication methods, JSON, and common integration patterns
• Experience interpreting application logs, API responses, error messages, or code-level information
• Familiarity with AI-assisted support tools and practical understanding of large language models
• Proficiency in Python or JavaScript to read logs and trace errors
• Occasional public holiday coverage and overtime hours may be required during peak volume seasons
• Reliable internet access for any period of time working remotely

• Flexible work arrangements
• Reliable internet access for periods working remotely
• Occasional public holiday coverage and overtime hours may be required during peak volume seasons
• Minimal travel expected