Taking applicationsTechnical Support·Posted 8d ago
Software Support Engineer
WorkivaVerified company
USA - Remote
Pay
$37.5–$60/hr
Job type
Full-time · Remote
Hours
APAC hours
Location
USA
Open to people in the United States
EnglishMid level
About the role
A remote US-based software support engineering role at Workiva, providing technical support and incident management for customer support, success, and engineering teams. It requires US work authorization, 2+ years of support/QA/IT experience, and availability from 3PM to 12AM Pacific Time for APAC coverage.
What you'll do
- Provide technical support to customer-facing team members
- Identify, verify, and reproduce difficult customer issues
- Collaborate with engineering, QA, and customer-facing teams to resolve issues
- Manage service disruptions and incident communications
- Document incidents, summaries, and post-incident reviews
- Act as first-line support for Customer Success staff
- Streamline support processes and workflows
- Manage relationships with Customer Support, Success, and Development teams
What you'll need
- 2+ years of experience in software, QA, support, or related IT fields
- Bachelor's Degree or equivalent experience
- Authorized to work in the U.S. on a permanent basis
- No visa sponsorship provided
- Reliable internet access for remote work
- Ability to work APAC hours, 3PM - 12AM Pacific Time
- Ability to be on a rotating on-call schedule
- Strong communication skills
Skills
Technical troubleshootingRoot cause analysisIncident managementStrong communicationMicrosoft Office/Google SuiteLogging tools such as Splunk, Sumologic, New Relic, DatadogQA and regression analysisProcess improvement
Benefits
Performance bonusRestricted stock units401(k) matchComprehensive employee benefits packagePaid in USD
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Applications close on 18 November.