Must be available to work Monday - Friday from 3:30PM - 12:30AM Central Time
The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the APSE will assist customers in navigating technical and functional challenges. They not only troubleshoot and research solutions but also guide users step by step, ensuring customers maximize our platforms. This role is an opportunity to contribute to customer experience and satisfaction while advancing your career at Workiva.
What You’ll Do
Provide technical and functional expertise to customers through phone, chat, and ticket management
Manage customer inquiries within expected time frames, escalating only when necessary
Maintain professionalism and establish positive rapport with customers
Troubleshoot customer issues using application knowledge, experience, and self-guided research
Resolve complex customer issues independently or with minimal assistance
Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources
Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability
What You’ll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of education and experience in a related field
Preferred Qualifications
Ability to multitask and manage changing priorities
Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud
Strong communication skills across various channels (email, phones, ticketing system)
Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics
Anticipate obstacles, establish timelines, and define service level agreements
Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving
Represent the team in cross-functional meetings or projects, contributing to a positive team culture
Basic or intermediate experience in database support or network security support preferred
Travel Requirements & Working Conditions
Minimal travel expected
Flexible hours during peak seasons
Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
How You’ll Be Rewarded
✅ Salary range in the US: $23.00 - $36.00✅ A discretionary bonus typically paid annually
✅ Restricted Stock Units granted at time of hire
✅ 401(k) match and comprehensive employee benefits package
The 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.
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 [email protected].
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-JW1Workiva Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Workiva and has not been reviewed or approved by Workiva.
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Wellbeing & Lifestyle Benefits — Mental-health resources like Modern Health and an EAP, plus a remote‑first “work where you work best” approach and periodic company‑wide well‑being days, are highlighted as core parts of the package. These elements point to a holistic focus on flexibility and emotional wellbeing.
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Leave & Time Off Breadth — Generous PTO, paid holidays, volunteer time off, and added well‑being time off are repeatedly emphasized. Employer materials also note policy updates to expand time‑off flexibility.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage alongside life and disability insurance is consistently described. These core benefits are presented as competitive with peer employers.
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What We Do
Workiva simplifies complex work for thousands of organizations around the world, including 85% of the Fortune 500®. Our cloud technology, the Workiva platform, is a fit-for-purpose, connected reporting and compliance platform that enables our customers to streamline processes, connect data and teams, and ensure consistency—all within a controlled, secure, audit-ready platform. Workiva customers connect critical business data directly from source systems to our cloud platform, seamlessly enabling collaboration and deep integration into existing workstreams. The Workiva platform provides unparalleled trust, transparency, and assurance for all stakeholders. That’s why thousands of enterprises across 170 countries use the Workiva platform.
Why Work With Us
Our mission at Workiva—powering transparent reporting for a better world—is driven by company values and principles. They inspire and guide what we do—from how we build our software to how we treat our employees. Here you have the freedom and resources you need—backed by a culture of collaboration and diverse thought—to keep breaking new ground.
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