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Software Support Engineer

June 27, 2026

As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and Engineering teams responsible for the Document Platform (documents, presentations), Regulated Reporting, and Sustainability Reporting. Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You will collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction.What You’ll Do <ul><li>Understand and clearly articulate customer needs and requirements</li><li>Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs</li><li>Brainstorm and implement ways to streamline processes for fast and adaptable support structures</li><li>Identify, verify, and reproduce difficult issues to solve customer problems from various sources.</li><li>Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery</li><li>Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues</li><li>Collaborate with functional testers in Quality Assurance for testing and regression analysis.</li><li>Facilitate resolution of complex issues involving multiple teams</li><li>Interact as part of multiple development teams to find customer solutions</li><li>Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution</li><li>Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders</li><li>Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement</li></ul> What You’ll Need Minimum Qualifications <ul><li>2+ years of experience (in software, QA, Support or applicable related IT fields)</li><li>Bachelor's Degree or equivalent experience</li></ul>Preferred Qualifications<ul><li>Mountain or Pacific time zone preferred</li><li>Coursework or experience in supporting software development teams</li><li>Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite</li><li>Experience providing software support to non-technical users</li><li>Experience troubleshooting and conducting root cause analysis of a software platform</li><li>A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion</li><li>Strong communication skills</li><li>Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog</li></ul>Travel Requirements & Working Conditions<ul><li>Minimal Travel</li><li>Ability to be on a rotating on-call schedule (minimal disruption)</li><li>Reliable internet access for any period of time working remotely, not in a Workiva office</li></ul>How You’ll Be Rewarded✅ Salary range in the US: $68,000.00 - $108,000.00✅ A discretionary bonus typically paid annually✅ Restricted Stock Units granted at time of hire✅ 401(k) match and comprehensive employee benefits packageThe salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Why Join WorkivaWorkiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic.Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email <a href="mailto:talentacquisition@workiva.com" target="_blank" rel="noopener noreferrer">talentacquisition@workiva.com</a>. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.#LI-JW1

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...