Product Support Engineer

We are looking for a skilled and customer-focused Product Support Engineer fluent in both Japanese and English to join our team in Singapore. This role involves delivering exceptional product support for our global customer base, with a focus on the Japanese market. You will collaborate with diverse teams to ensure customer success and satisfaction while working with innovative SaaS solutions.

The Product Support Engineer is responsible for responding to customer issues across the Workiva platform. Their every day workload consists of providing technical and functional support to customers over the phone, chat or case management, this includes troubleshooting issues with customers, identifying problems, researching answers, and guiding the customer through corrective steps.They are responsible for owning the customer experience and improving our ability as a business to support their dynamic needs.
 

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 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
 

• Language Skills: Native or professional-level fluency in Japanese (both written and spoken) to communicate effectively with Workiva clients in Japan, along with a strong command of English

• Technical Expertise: Experience with SaaS products and familiarity with cloud technologies, APIs, and databases

• Customer Service: Proven experience in an enterprise customer-facing role, with excellent interpersonal and communication skills

• At least 2-3 years of experience in a Technical Helpdesk/Support environment

• Ability to multitask and manage changing priorities across various communication channels (email, phones, ticketing system)

• Bachelor’s degree or equivalent work experience

• 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

Preferred Qualifications

• Experience with support tools like Zendesk, Jira, or similar platforms

• Technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud

• Basic or intermediate experience in database support or network security support preferred
   

Travel Requirements & Working Conditions

• Varying and overtime hours may be required during peak seasons

• Up to 10% travel for regular customer meetings and events

• Reliable internet access required for any period of time working remotely and not in a Workiva office