Support Workiva’s SaaS platform through technical expertise and cross-functional collaboration.

• Act as liaison between customer-facing and development teams for Workiva’s SaaS platform
• Provide technical support and manage escalations across document tools, APIs, and data systems
• Collaborate with engineers to identify root causes and implement effective solutions
• Lead incident management efforts, minimizing business impact and ensuring timely resolution
• Support Customer Success teams in diagnosing and troubleshooting complex issues
• Improve internal support workflows and processes for greater efficiency
• Communicate technical concepts clearly to non-technical stakeholders
• Document incidents and contribute to knowledge sharing and continuous improvement

Support and improve system performance and user experience through technical expertise.

• Provide second-line support to internal teams and customers facing technical issues
• Resolve data-related issues using SQL and monitor cloud-based application health and performance
• Proactively identify system issues and implement quick fixes to maintain platform stability
• Collaborate with development teams to report, escalate, and track bugs for timely resolution
• Work closely with the Product team to gather user feedback and suggest product enhancements
• Check project and system configurations to ensure optimal setup for client needs
• Attend sprint reviews and contribute insights to improve system functionality and user experience
• Support Customer Success Managers with technical aspects of complex projects and software usage