Overview

Planview has one mission: to close the gap between strategic intent and business outcome, providing the intelligence organizations need to act decisively.

Responsibilities

• Independently provide technical support to standard customers and internal teams for Portfolios via phone, email, ticketing system, and web-based tools.
• Accurately log all customer cases, interactions, and resolutions in the case management system (e.g., Salesforce, Jira).
• Manage issues from initial contact through final resolution and follow-up, maintaining full accountability throughout the support lifecycle.
• Prioritize tickets according to severity and SLA commitments, beginning to make independent judgments on case urgency.
• Troubleshoot and resolve all technical issues for your assigned products, applying judgment within defined processes and procedures.
• Investigate root causes of technical problems and implement effective, documented solutions.
• Escalate complex issues to higher-level engineers or development teams, providing clear reproduction steps, environment details, and initial findings.
• Act as a liaison between customers and engineering teams for escalated issues.
• Build expertise beyond foundational knowledge and apply it to the team's objectives and customer outcomes.
• Stay current on product releases, feature changes, known issues, and system updates.
• Contribute to technical notes, knowledge base articles, and support documentation.
• Collect and communicate customer feedback and recurring issue patterns to improve product quality and support processes.
• Maintain internal networks and build relationships with cross-functional teams including Engineering, Product, and Customer Success.
• Seek out opportunities to provide input on objectives and processes based on observations and customer needs.
• As needed, participate in on-call or skeleton crew rotation.

Qualifications

• 3+ 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; ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).
• Solid diagnostic and problem-solving skills with a systematic, analytical approach.
• Proven ability to manage multiple issues simultaneously while maintaining attention to detail and meeting SLA commitments.
• Ability to work independently and as part of a cross-functional global team.
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Familiarity with SaaS applications support models and multi-tenant environments.
• Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).
• Experience working with REST/SOAP APIs and API testing tools such as Postman and curl.
• Working knowledge of project management methodologies and frameworks, including Agile, Waterfall, and SAFe®.
• Experience with identity and access management concepts (SSO, OAuth, RBAC, SAML).
• Knowledge of the Planview product ecosystem (e.g., prior use or administration of Planview solutions).
• Relevant technology certifications (Microsoft, AWS, ITIL, or similar).
• Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.
• Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.
• Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.
• Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.
• Shows increasing initiative in clear-cut situations; follows instructions and guidelines to complete assigned tasks.
• Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.
• Strong interpersonal skills with a growing ability to build relationships with customers, colleagues, and cross-functional partners.
• Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge.
• Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.
• Knowledge, Skills & Abilities
• [Required skill #1 — Example: Hands-on experience troubleshooting issues in a SaaS web application, including using browser developer tools to analyze network requests, console errors, and authentication flows.
• [Required skill #2 — Example: Working knowledge of SQL — ability to write and execute queries to investigate data issues, validate configuration records, or reproduce customer-reported problems.
• [Required skill #3 — Example: Ability to test and interpret REST API requests and responses using tools such as Postman or curl, sufficient to investigate integration and data sync issues reported by customers.
• [Required skill #4 — Example: Experience using log analysis tools (e.g., Event Viewer, HAR files, or AWS CloudWatch) to investigate and document application issues for escalation to engineering.
• [Required skill #5 — Example: Proficiency with the team's primary case management platform (e.g., Salesforce Service Cloud, Jira, Zendesk, or ServiceNow) for logging, prioritizing, and managing customer cases through resolution.

Nice to have

• [Preferred skill #1 — Example: Basic knowledge of cloud platforms such as Microsoft Azure or AWS, including familiarity with cloud-hosted application support and multi-tenant SaaS environments.
• [Preferred skill #2 — Example: Understanding of authentication and security concepts including SSO, OAuth, RBAC, SAML, and SSL/TLS certificates. Relevant for any product supporting enterprise identity management.
• [Preferred skill #3 — Example: Scripting or coding experience in one or more languages such as JavaScript, Python, or PowerShell — particularly valuable for integration-heavy product teams.
• [Preferred skill #4 — Example: Ability to leverage AI-assisted tools (e.g., Planview Anvi, Copilot, or similar) to accelerate troubleshooting, draft knowledge base articles, and improve case resolution speed.

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.