Customer Support Engineer - Spanish Speaking

The Customer Support Engineer (CSE) is the go-to problem solver for Workiva's platform.

Whether through phone, chat, or tickets, CSEs help customers navigate technical and functional challenges. From troubleshooting and solution research to guiding users step by step, CSEs own the customer experience. They're not just issue fixers – they're product experts who make sure customers get the most out of our platforms. Join us in enhancing customer experience & satisfaction while driving our business forward. 

What You’ll Do:

• Support customers by providing technical and functional expertise over the phone, chat and ticket management. 

• Manage customer inquiries within the expected time frame and act as the contact point, only escalating above when required 

• Maintain a high level of professionalism with customers and work to establish a positive rapport with every customer 

• Troubleshoot customer issues by utilizing knowledge of application, experience and by self-guided research of issues 

• Resolve complex customer issues with minimal assistance from escalated points.

• Link, author and edit Workiva’s knowledge base content to improve customer self-service resources

• Accurately capture ticket notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and a customer viewing from the support portal. 

What You’ll Need

Minimum Qualifications

• Undergraduate degree or equivalent professional experience in a related role

• Moderate technical aptitude

• Business-level English and Spanish required

Preferred Qualifications

• Strong communication skills with experience across various channels (email, phone, ticketing systems).

• Self-motivated and accountable to results.

• Ability to anticipate obstacles and establish timelines and agreements.

• Capable of troubleshooting and facilitating problem-solving through insightful questions.

• Basic to intermediate database or network security support experience preferred

• High competence in Google Drive, Microsoft Office Suite, and OneCloud

• Ability to multi-task and manage changing priorities 

Travel & Working Conditions 

• Reliable internet access for any period of time working remotely,  as we embrace flexible work arrangements.

• Occasional weekend coverage and overtime hours are required during peak seasons.

• Minimal travel expected 

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

• Customer Success:  Always delight our customers.

• Trust: Rely on each other. 

• Integrity: Do the right thing, every time. 

• Collaboration: Share resources and work together. 

• Innovation: Keep creating solutions and finding better ways. 

• Inclusion: Support a diverse community where we all belong. 

• Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy: 

• Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.

• Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more

• Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
   

Learn more about life at Workiva: https://www.linkedin.com/company/workiva/

Learn more about benefits: https://www.workiva.com/careers/benefits

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important so