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Workiva Inc. is Hiring a Software Support Manager Near Scottsdale, AZ
Job Summary The Software Support Manager Leads a team of engineers to manage incoming support requests, build tooling to improve the support process, and address customer issues. This position proactively identifies production issues and resolves them quickly while communicating with relevant stakeholders in Customer Success, Engineering, Quality Assurance, and Leadership on the status of issues, initiatives, and direction. Responsibilities People Management: Contributes to building a strong sustainable organization with high levels of employee engagement by selecting and developing talent and rewarding superior performance Provides employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance Rewards performance in ways that enhance employee engagement, commitment, and satisfaction Demonstrates the assessment capability to identify top talent for recruitment Manages operations staffing, including recruitment, supervision, scheduling, performance management and development Conducts effective performance evaluations Identifies and resolves interpersonal conflicts and resource issues Understands & Fulfills Customer Needs & Requirements: Provides management oversight regarding the implementation and fulfillment of customer needs and requirements Provides leadership for the team to fully understand and resolve issues, concerns, and problems that result in the fast resolution of customer issues Identifies and clearly articulates customer needs and requirements and ensures that the product meets those needs and also serves the larger business needs of the company Application Component Design Management: Manages the design of innovative components of back-end systems applications or solutions to meet internal customer needs and requirements Oversees ways to streamline our processes to keep our support structure fast and adaptable Ensures that design components to difficult issues are able to solve customer problems that may come from multiple sources Stakeholder Relationship Management: Manages relationships across multiple teams to ensure that best practice standards are being utilized in their respective areas Serves as subject matter expert in relation to various areas of software development and service support Coordinates work across teams to ensure that best practice software development and quality testing standards are being incorporated Collaborates across teams including Customer Success, Engineering, Quality Assurance, and Leadership to ensure that customer requirements are fully met What You'll Need Education Undergraduate Degree or equivalent combination of education and experience in a related field. Skills Excellent problem-solving skills Strong ability to influence and inspire your team Ability to translate and communicate with technical and non-technical individuals Demonstrated proficiency in programming to include a solid foundation in computer science, with competencies in data structures, algorithms, and object-oriented software design Experience 3 years experience in computer/engineering related role, preferred Experience working with a geographically distributed team Experience in providing software support to non-technical users Travel Requirement 15% travel required Working Conditions & Physical Requirements Reliable internet access for any period of time working remotely, not in a Workiva office. How You’ll Be Rewarded Base Pay Range in Colorado: $92,000 - $130,000 A discretionary bonus typically paid annually Restricted Stock Units granted at time of hire 401(k) Match The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. 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: Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available. Casual Dress: Workiva has a casual work environment, most people wear jeans to the office. Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) 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 Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. 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 talentacquisition@workiva.com. Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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