[Hiring] Technical Support Engineer I @Planview Incorporated

Role Description

The Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will:

• Independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows.
• Investigate root causes and document durable solutions.
• Escalate complex or defect cases appropriately, acting as a liaison between customers and the Development and Cloud Operations teams.
• Guide customers on the product's proper use and best practices.
• Mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team.
• Measure success by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Qualifications

• 2–4 years of experience in technical support, software support, IT support, or a closely related customer-facing role.
• Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.
• Strong written and verbal communication skills in English.
• Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).
• Solid diagnostic and problem-solving skills with a systematic, analytical approach.
• Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.
• Ability to work independently and as part of a cross-functional global team.

Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience (preferred).
• Familiarity with SaaS application support models and multi-tenant environments (preferred).
• Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL) (preferred).
• Exposure to REST or SOAP APIs and tools such as Postman or cURL (preferred).
• Practical familiarity with PPM concepts (projects, resources, timesheets, dashboards, reporting/widgets, and custom entities) (preferred).
• Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML) (preferred).
• Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions (preferred).
• Relevant technology certifications (Microsoft, AWS, ITIL, or similar) (preferred).

Benefits

• Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
• Generous PTO offerings (region dependent).
• Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
• Paid time to volunteer through Planview’s Force for Good Week.
• Employee Referral bonus program.
• Weekly office lunches for hybrid team members and social events.
• Flexible work hours/environment.