Tier 3 Customer Support Engineer

Planview GmbH, Software & Consulting; Richmond Hill; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Tier3 engineer, where you will drive innovation in customer support for enterprise-level SaaS solutions. This role offers the opportunity to work in a dynamic environment, solving complex issues and mentoring fellow engineers. With a commitment to diversity and a culture that values your contributions, you will be part of a global team dedicated to simplifying work for clients. Enjoy a flexible work environment and generous benefits, including paid time off and volunteer opportunities. If you are passionate about technology and customer success, this is the perfect opportunity for you.

Benefits

Unplugged Days

Generous PTO offerings

Competitive benefit plans

Paid time to volunteer

Employee Referral bonus program

Weekly office lunches

Flexible work hours/environment

Qualifications

• 5+ years of experience in a product development organization.
• Strong experience with enterprise software and SaaS applications.

Responsibilities

• Investigate and solve customer issues as a Tier3 support member.
• Work closely with support engineers to resolve customer issues.

Skills

Problem Solving

Interpersonal Skills

Communication Skills

Technical Leadership

Customer Support

Education

Degree in Computer Science

Tools

Oracle DB

SQL

Job description

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 planview.com, and connect with us on LinkedIn, Instagram, and X.

#LI-CG1 #LI-Hybrid

The Opportunity

Our mission is to power the fast, agile enterprises by creating a world where work is simplified and goals are met.

We offer an amazing opportunity for exceptional individuals to join our enterprise level SaaS company serving hundreds of the largest customers in the world and deliver an innovative solution to help them carry out their work. Our product has been repeatedly recognized by Gartner and Forrester as market leader. We’re looking for an experienced Tier3 engineer to join our global team in Richmond Hill, Canada.

What You'll Do

• Act as a Tier3 support escalation team member, investigating and solving customer issues.
• Perform case analysis.
• Reproduce customer issues.
• Triage support tickets.
• Create dev tickets.
• Provide root cause analysis.
• Work closely with tier I/II support engineers, other teams in the R&D organization, and managed services / operations teams to quickly and effectively resolve customer issues.
• Prioritize customer issues according to their business priority.
• Represent the Engineering organization towards customers during escalation processes.
• Act as the technical leader: mentor fellow engineers and employ technical expertise in driving decisions.
• Build and influence both engineering and support processes.
• Understand business requirements and convert them into ticket / issue resolution.

What You'll Bring

• Mandatory 5+ years' experience as a Developer, a Test Engineer or T3/T4 escalation engineer in a product development organization.
• Significant experience with enterprise software.
• Experience with SaaS applications.
• Oracle DB and SQL familiarity and experience is an advantage.
• Demonstrated ability to work in a high pace environment.
• Ability to communicate a negative answer (i.e. to a customer) in an effective manner.
• Excellent interpersonal, communication and networking skills.
• A degree in computer science or related fields is a strong advantage.
• Outstanding communication skills.
• Ability to learn a highly complex system in a short timeframe.
• Problem solving – understanding what the customer needs (not what he wants) and providing a good-enough solution.

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 [e-mail].