Sr. Technical Support Engineer

Planview GmbH, Software & Consulting; United Kingdom; Remote; GBP 30,000 - 60,000

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-Remote

The Opportunity

We’re looking for a Technical Support Engineer to join our team in Portugal, remotely. In this role, you will be responsible for the processes and systems related to Customer Support for both AdaptiveWork 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 technical troubleshooting, customer escalation management, and basic scripting or coding.

What You'll Do

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.
• 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.

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 keep a calm demeanor when all others involved in the support process may not.
• Able to handle 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 very quickly.
• Detail oriented and technically savvy team player focused on the continuous delivery of top-quality products and services with customer satisfaction being the highest priority.
• Understands how a Customer Success team works and is willing to interact with other company departments and stakeholders.

What You'll Bring

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

• Past Coding Experience (C, C++, Java, C#, Any Programming language) Rating (2 out of 5) – 5 being Mandatory to have.
• Postman/API Basics Knowledge (2 out of 5)
• AdaptiveWorks has its own Scripting language and candidate will go through the Technical Test (Understand the concepts/AdaptiveWorks Scripting language and complete a test)
• Clarizen/AdaptiveWorks Administrator Experience – Nice to have
• ITIL Knowledge: Incident, problem, and change management fundamentals – Nice to have
• Customer Escalation Management: Handling critical issues and engaging cross-functional teams – Nice to have
• Communication Skills: Ability to explain technical issues to non-technical users – Nice to have
• Stakeholder Interaction: Working with Engineering, Product, and Customer Success teams – Nice to have
• Prior experience with providing Root Cause Analysis / Troubleshooting Database Systems – Nice to have.

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].