Company & Team Overview :

Planview's mission is to build the digital future of connected work - empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Role Summary :

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees. You will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows.

Key Responsibilities :

- Act as the first point of contact for technical assistance via ticketing system, email, and web-based tools.

- Accurately log all customer cases, interactions, and resolutions in Salesforce.

- Prioritize cases according to severity and SLA commitments.

- Investigate root causes and document solutions in the Customer Success Center knowledge base.

- Escalate complex or defect cases to Development and Cloud Operations teams.

- Mentor Associate Technical Support Engineers and contribute to team knowledge.

Required Qualifications :

- 2 to 5 years of experience in technical support, software support, or IT support.

- Demonstrated ability to troubleshoot technical issues in enterprise software or SaaS environments.

- Strong written and verbal communication skills in English.

- Experience using ticketing systems like Salesforce, Jira, or Zendesk.

Technical Skillset :

- API : Experience with Postman or similar tools; understanding of REST APIs and HTTP methods.

- SQL : Ability to write basic to intermediate SQL queries for data validation.

- Web & SaaS : Troubleshooting web-based applications, browser Developer Tools, and network connectivity.

- Salesforce & Jira : Proficiency in case management and defect tracking tools.