Technical Support Engineer

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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.

Essential Duties and Responsibilities

• Acts as the primary point of contact for providing technical support and resolution for AdaptiveWork customers.
• Maintains a high level of technical knowledge across the overall operation of all products including a detailed knowledge 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.
• Advises customers regarding the product's proper performance and addresses specific product issues.
• During problem escalations, acts 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.

Core Values

• Exemplifies dedication, integrity, honesty, and trust.
• Encourages innovation, creativity, and simplicity.
• Focuses on quality and outstanding service.
• Appreciates individual initiative and accountability.

Knowledge, Skills, and Abilities

• A logical, process-oriented thinker who is positive, proactive, innovative, and readily embraces change.
• Creative problem solver with exceptional customer service skills.
• 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 maintain a calm demeanor when others involved in support may not.
• Handles 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 multi-task and juggle numerous assignments simultaneously.
• Advanced computer skills with the ability to learn new concepts quickly.
• Detail-oriented and technically savvy team player focused on delivering top-quality products and services with customer satisfaction as a priority.
• Understands how a Customer Success team works and is willing to interact with other company departments and stakeholders.

Technical Skillset: (Experience Required: 3-6 years)

• Past coding experience (C, C++, Java, C#, or any programming language) rated at 2 out of 5, with 5 being mandatory.
• Knowledge of SQL or any database is good to have (2 out of 5).
• Basic knowledge of Postman/API (2 out of 5).
• Willing to learn AdaptiveWorks scripting language and pass a technical test.
• Experience with Clarizen/AdaptiveWorks administration is a plus.
• Knowledge of ITIL processes (incident, problem, change management) is a plus.
• Experience in customer escalation management, handling critical issues, and engaging cross-functional teams is a plus.
• Ability to explain technical issues to non-technical users is a plus.
• Experience working with engineering, product, and customer success teams is a plus.
• Experience with root cause analysis and troubleshooting database systems is a plus.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Veterinary Services