Technical / Product Support Engineer I

Technical Support Engineer I provide first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately, act as a liaison between customers and the Development and Cloud Operations teams, and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

The core responsibilities for the job include the following:

Customer Support and Case Management:

• Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.
• Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).
• Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.
• Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.
• Maintain case hygiene, accurate status, ownership, and next action with no-silent-case discipline.

Technical Troubleshooting and Resolution:

• Handle standard keyed In administration and configuration requests support portal accounts, license-count updates, user provisioning and termination, login-group publishing, and access/login issues.
• Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.
• Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.
• Escalate complex or defect cases to higher-level engineers or development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.
• Follow the team's call-escalation discipline: move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge and Continuous Improvement:

• Stay current on KeyedIn releases, feature changes, known issues, and system updates.
• Advise customers on the product's proper use, best practices, and configuration guidance.
• Contribute to technical notes and knowledge base articles in the Customer Success Center.
• Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration and Mentoring:

• Mentor Associate Technical Support Engineers, sharing knowledge and best practices.
• Build relationships with cross-functional teams, including Engineering, Development, Cloud Operations, Product, and Customer Value Advisor.
• Function independently as well as part of a cross-functional global team.
• As needed, participate in on-call or skeleton crew rotation.

Requirements:

• 2-5 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, or similar).
• Solid diagnostic and problem-solving skills with a systematic, analytical approach.
• Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.
• Ability to work independently and as part of a cross-functional global team.
• Experience using ticketing or case management systems (e. g., Salesforce, Jira, Zendesk, Dynamics 365 or similar).

Preferred Qualifications:

• Bachelor's degree in computer science, information technology, engineering, or a related field, or equivalent practical experience.
• Familiarity with SaaS application support models and multi-tenant environments.
• Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).
• Exposure to REST or SOAP APIs and tools such as Postman or cURL.
• Practical familiarity with PPM concepts, projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.
• Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).
• Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.
• Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills, and Abilities:

• 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.
• Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.
• Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.
• A logical, process-oriented thinker who is positive, proactive, and innovativea creative problem solver with exceptional customer service skills.
• Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.
• Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Must Have:

• API experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.
• SQL and Relational Databases Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.
• Analytical and Communication Skills Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.
• Application and Log Analysis: Application logs, error analysis, troubleshooting, and root cause identification.
• Salesforce and Jira: Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.
• Web and SaaS Troubleshooting: Web-based applications, SaaS/cloud environments, browser developer tools, HTTP/HTTPS, and network troubleshooting.
• Cloud and Networking Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.
• Power BI (basic) able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have:

• PPM Application Support Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.
• Reporting and Data Comfort with report/widget configuration concepts, filters, and data validation.
• Data Loads and Exports: Ability to handle imports/exports, MS Project imports, and bulk field uploads.
• Planview Product Familiarity: Any exposure to Planview's portfolio or release management product suite.