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

Ability to pick up the basic usability of applications quickly.

Technical Skillset :

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 :

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!