Sr. Technical Support Engineer

Company Overview Planview has one mission to build the future of connected work from ideas to impact As the global leader in work and resource management Planview helps organizations accelerate the achievement of what matters most supporting our customers from need to speed from passion to progress and from overhead to optimization We provide the industry s most comprehensive solutions designed for strategic planning portfolio and resource management Lean and Agile delivery product portfolio management capability and technology management enterprise architecture innovation management and collaborative work and project management Our connected platform of solutions underpins the business and digital transformations of more than 4 500 customers globally including 59 of the Fortune 100 At Planview our people connections drive our innovation and success Our global team of 1400 work remotely and across our offices including Austin Vancouver Hod Hasharon Bangalore Sydney and Stockholm We re proud of our world-class connected culture built on our shared values that supports our teams to be successful from anywhere Learn more about our portfolio at and connect with us on and The Opportunity We re looking for a Sr Technical Support Engineer to join our team in Bengaluru Responsible for the processes and systems related to Customer Support for Planview Hub customers and internal employees Promotes revenue growth brand value productivity and exceptional levels of customer satisfaction Has experience in every functional aspect of Customer Support including but not restricted to technical troubleshooting customer escalation management and basic scripting or coding Work Timings - 6 30 PM IST to 3 30 AM IST What You ll Do Acts as the primary point of contact for providing technical support and resolution for Planview Hub customers Maintains a high level of technical knowledge across the overall operation of all products including a detailed understanding of how various components operate Stays abreast of Engineering s latest developments patches and upgrades associated with the company s products Provides troubleshooting and technical support via phone web-based tools and email Advise customers regarding the product s proper performance and address specific product issues During problem escalations act as a liaison between customers and engineers Provides technical support to customers and end users by listening to their questions researching answers troubleshooting problems and guiding customers through corrective steps Takes a very hands-on approach to customer support managing all issues from initial call to final resolution and follow-up Makes effective independent decisions representing day-to-day issues that do not require team or cross-functional discussion input or agreement Is responsible for technical notes product manuals and training materials Accurately logs all customer cases and interactions in the data management system Collects and reports product quality insights gained during customer interactions Exemplifies dedication integrity honesty and trust Encourages innovation creativity and simplicity Focuses on quality and outstanding service Appreciates individual initiative and accountability What You ll Bring A logical process-oriented thinker who is positive proactive innovative and readily embraces change Analytical nature with the ability to solve complex business issues using a systematic approach Able to efficiently research identify and then explain technical solutions to customers Proven ability to function independently as well as part of a cross-functional team Able to thrive in a fast-paced environment Able to keep a calm demeanor when all others involved in the support process may not Able to handle a variety of clients and personalities professionally during all interfaces Excellent verbal telephone and written communication skills Excellent listening and feedback skills Self-motivated detail-oriented and organized Able to multitask and juggle numerous assignments simultaneously Advanced computer skills with the ability to learn new concepts very quickly Detail-oriented and technically savvy team player focused on the continuous delivery of top-quality products and services with customer satisfaction being the highest priority Understands how a Customer Success team works and is willing to interact with other company departments and stakeholders Ability to pick up the basic usability of applications quickly Technical Skillset At least two years of working experience within 3 or more of the following Software development Lifecycle applications Atlassian Jira Micro Focus Open Text ALM IBM Engineering Suite Azure DevOps Server Salesforce ServiceNow Jama Connect Planview Portfolios Broadcom Rally Digital ai Agility or comparable industry solutions A great to have - experience with software testing application tools such as MF Open Text ALM Tricentis Tosca UiPath Test Manager TestRail ADO Test Suite Admin experience in any of the above tools is a plus Strong analysis skills - able to dive into application logs to troubleshoot issues identify root causes and provide actionable insights Strong research skills Comfortable leveraging online documentation vendor resources and technical forums e g Google Stack Overflow GitHub to troubleshoot issues and implement solutions independently Knowledge of software development methodologies SDLC Waterfall Scrum Basic experience in system administration Windows Linux including server setup application configuration and network management Coding Experience any scripting language such as JavaScript Ruby C C C Java or similar Experience with enterprise databases e g PostgreSQL SQL Server Oracle strong understanding of DB structures and ability to write and troubleshoot SQL queries Basic understanding of networking and security principles including routing firewalls DNS host files and VPNs Familiarity with the concept of a restful API and some familiarity with appropriate tooling cURL PowerShell scripts Postman and their related call components around GET POST PUT as well as Headers and payload body Experience with SSL TLS certificate configuration Ability to install manage and troubleshoot SSL certificates in production environments Experience with integration tools platforms - able to build and manage data or application workflows across systems Benefits at Planview At Planview you ll join our global team and culture which reflects the vibrant communities in which our employees live and work To support you at Planview you will enjoy 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 Now is a great time to join our team If you are looking for a place to grow your career innovate with best-in-class solutions and build the future of connected work Planview is the right place for you Diversity Equity and Inclusion at Planview As part of our efforts to build a workforce with diverse talent we encourage applications from Indigenous Black and other racialized communities 2SLGBTQIA communities people with neurodivergence immigrants people with disabilities and other equity deserving groups In addition to building a diverse workforce we are committed to fostering an inclusive and accessible experience Reasonable accommodations for the interview process can be requested by emailing recruitment planview com