Skills
technical troubleshooting
root cause analysis
incident resolution
About the Role
Workiva is hiring a Software Support Engineer to manage the technical resolution lifecycle for our Document Platform and regulated reporting products. In this role, you’ll go beyond first-line triage by diagnosing complex issues, conducting root cause analysis, and partnering with engineering teams to confirm fixes.
Responsibilities
- Diagnose multi-tier technical problems and drive them to resolution
- Perform deep-dive root cause analysis in back-end environments
- Collaborate with engineering squads to isolate defects and validate technical changes
- Translate engineering telemetry and system behavior into clear, actionable insights
- Act as a technical liaison between customer-facing teams and product development
- Clearly articulate customer needs and document findings for stakeholders
Requirements
- Experience troubleshooting complex software issues in back-end environments
- Strong technical diagnostic skills and comfort with root cause analysis
- Ability to collaborate cross-functionally with engineering teams
- Excellent communication skills for translating technical details for non-technical partners
Benefits
- Opportunity to work directly with engineering on real customer-impacting incidents
- Support a mission-critical platform used for regulated and sustainability reporting
- Career growth through advanced technical problem-solving
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