Sr. Technical/Sr Product Support Engineer I

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.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions

Learn more about our portfolio at planview.com, and connect with us on LinkedIn, Instagram, and X.

Responsibilities:

Customer Support & Expert Escalation Handling

• Provide expert-level technical support and guidance to customers and internal teams for KeyedIn and related technologies, serving as the senior escalation point for the Care queue.
• Serve as the primary point of contact for the most complex, high-severity, or cross-product escalated issues, driving them from intake to resolution.
• Lead root-cause analysis for major incidents — distinguishing defect vs. configuration vs. data — and drive corrective actions that design out recurrence.
• Manage multiple high-priority responsibilities simultaneously, making strategic decisions with minimal supervision, and retain Care ownership of the customer through Development, Tier 3, and Cloud Operations hand-offs.

Technical Leadership & Tooling

• Apply seasoned KeyedIn/PPM expertise and creative problem-solving to resolve complex, cross-functional issues across reporting/widgets, custom entities, resource/capacity/schedule, data loads, and integrations/APIs.
• Develop and maintain advanced troubleshooting tools, diagnostic queries, runbooks, and the BI/analytics layer used across the support team.
• Understand interrelationships across Planview product lines, support functions, and engineering systems, and factor them into escalation and RCA work.
• Analyze the support function for systemic weaknesses, then build stronger, reusable solutions that raise the whole team's efficiency and reduce knowledge single points of failure.

Product Knowledge & Strategic Contribution

• Apply expert KeyedIn product knowledge to configuration guidance, best-practice recommendations, and defect documentation to a Development-ready standard for Product Management and Development.
• Contribute to the development and improvement of support processes, methodologies, severity discipline, and best practices.
• Contribute to the design and delivery of advanced technical training and certification programs for KeyedIn support engineers.
• Represent the technical support team in cross-functional meetings and strategic planning sessions, and provide thought leadership to the manager and key stakeholders as input to long-term direction.

Mentoring & Cross-Functional Collaboration

• Mentor and coach TSE I and TSE II engineers — reviewing case quality, coaching on reproduction and documentation, and accelerating their technical development and career growth.
• Own and expand the KeyedIn knowledge base, setting the standard for reusable diagnostics and Customer Success Center content.
• Build and maintain a professional brand in the KeyedIn/PPM domain, both internally and with strategic customers.
• Act with diplomacy and tact to manage conflicts or disagreements constructively across levels, functions, and geographies.

Qualifications:

Required Qualifications

• 6+ years of experience in technical support, software support, or a closely related customer-facing technical role, with at least 2 years at a senior or SME level.
• Demonstrated expert-level ability to own and resolve the most complex, high-severity, or cross-functional escalations in enterprise software or SaaS environments.
• Excellent written and verbal communication skills; proven ability to provide thought leadership to managers and executives and to influence direction through expertise.
• Experience leading root-cause analysis for major incidents and driving corrective actions across teams, including reproducing and documenting defects to an engineering-ready standard.
• Proven track record of mentoring and developing technical talent at the junior and mid-level.
• Experience representing a technical function in cross-functional or strategic planning forums (e.g., QBRs, product reviews, incident post-mortems).
• Works with minimal supervision; demonstrated ability to self-direct priorities and hold accountability for team-level outcomes.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Demonstrated track record of building advanced troubleshooting tools, BI dashboards, training programs, or support methodologies adopted by the wider team.
• Expert-level SQL, API, and integration troubleshooting skills with the ability to advise engineering teams on root-cause findings and schema-level problems.
• Deep knowledge of cloud platform architecture (Azure, AWS) and enterprise identity management (SSO, OAuth, SAML, RBAC) at an architectural level.
• Hands-on expertise with BI/analytics platforms (Power BI, Tableau, SSRS) sufficient to design and own the team's reporting and support-analytics layer.
• Experience contributing to or leading cross-functional product-improvement, process-design, or support-transformation initiatives.
• Knowledge of the Planview product ecosystem; experience supporting multiple Planview product lines (KeyedIn and adjacent PPM/work-management solutions) is a strong differentiator.
• Advanced technology certifications (ITIL Expert, Microsoft Certified Expert, AWS Solutions Architect, or similar).

Knowledge, Skills & Abilities

• A seasoned, autonomous professional who can decide and act without having the whole picture — nimble, resilient, and able to adjust priorities and strategies quickly.
• Maintains a positive attitude despite adversity and grows from setbacks — models this behavior for junior team members.
• Builds constructive relationships across all levels, functions, cultures, and geographies, and earns the trust of colleagues and stakeholders.
• Seeks out diverse perspectives and finds opportunities to collaborate; acts with diplomacy and tact to manage conflicts equitably.
• Creates strategies that show a clear connection between vision and action; thinks broadly and introduces new ways of looking at problems.
• Encourages diverse thinking and nurtures innovation across the support team.
• Shows a strong capacity to make complex decisions; seeks input from leadership and key stakeholders for the most consequential choices.
• Committed to continuous learning and staying current on emerging trends, technologies, and best practices — and inspires the same curiosity in others.
• Expert user of AI-assisted tools (e.g., Planview Anvi, Copilot) who actively promotes their adoption across the support team.

Technical Skillset (Product-Specific)

Experience Required: 6+ years (2+ at senior/SME level).

Must Have

• Expert KeyedIn / PPM & Data-Model Mastery — authoritative command of projects, resources, timesheets, dashboards, reporting/widgets, custom entities, and the underlying data model; able to advise Development on schema- and design-level problems.
• Expert SQL & Data Diagnostics — writes and reviews complex queries and stored-procedure logic, independently diagnoses data-integrity issues, and builds the diagnostic queries the rest of the team reuses.
• Business Intelligence & Analytics Leadership (BI) — expert with Power BI, Tableau, or SSRS; designs and owns the KeyedIn support-analytics and customer-reporting diagnostic layer — building data models, semantic layers, and executive dashboards (case trends, SLA, defect hotspots, churn-risk signals), advising engineering and customers on data-model, DAX/measure, and refresh/performance issues, and setting the BI standards the TSE I/II tiers consume.
• Expert API / Integration Troubleshooting — traces end-to-end integration failures across authentication, payload, and network layers, and designs test harnesses that engineering teams can reuse for reproduction.
• Observability & Incident Post-Mortems — deep expertise in log analysis, distributed tracing, and observability tooling (Splunk, CloudWatch, Datadog, HAR, or similar) sufficient to independently run incident post-mortems and drive root-cause findings.
• Cloud Architecture Fluency — advanced working knowledge of cloud platform architecture (Azure or AWS) as it relates to KeyedIn hosting — sufficient to work independently alongside Cloud Operations and SRE teams during major incidents.
• Enterprise Identity & Access Management — expert with SSO, OAuth 2.0, SAML, RBAC, and MFA at an implementation and troubleshooting level, including tracing authentication failures across identity-provider and service-provider logs.
• Defect Reproduction, RCA & Cross-Functional Drive — reproduces and documents defects to a Development-ready standard and drives them with Product Management and Development to a permanent, recurrence-preventing fix.

Nice to Have

• Advanced BI Governance — row-level security, embedded/paginated analytics, dataflows/pipelines, and reusable semantic models for the wider support organization.
• Scripting / Automation Development — Python, JavaScript, or PowerShell sufficient to build and maintain diagnostic automation tools used by the broader support team.
• Training & Enablement Design — designing and delivering technical training or certification for support engineers, including curriculum development, facilitation, and content upkeep.
• Agile / Product-Delivery Fluency — Agile, SAFe, or product-delivery frameworks sufficient to represent Support Operations in sprint reviews, PI planning, or roadmap discussions.
• Support-Transformation Leadership — contributing to or leading a tooling-modernisation, knowledge-management, or support-transformation initiative with measurable team-wide impact.
• Jira & Broader Planview Familiarity — advanced defect-tracking workflows and exposure across Planview's PPM / work-management portfolio.