Senior Product Engineer

Key Responsibilities

• Lead and manage the software development function, including developers, technical leads, architects, and QA engineers.
• Define and execute the software development roadmap in alignment with the company's business strategy and growth objectives.
• Oversee the design, development, testing, deployment, and maintenance of scalable, secure, and high-performance software applications.
• Lead the development and enhancement of fintech platforms, financial applications, payment solutions, and digital financial products, as applicable.
• Drive API development, third-party integrations, banking integrations, payment gateway integrations, and other financial technology integrations.
• Establish software architecture standards, coding practices, development methodologies, and engineering best practices.
• Ensure application security, data protection, system reliability, scalability, and performance across software platforms.
• Drive the adoption of modern technologies, cloud-based solutions, DevOps practices, automation, and CI/CD pipelines.
• Oversee software development life cycles, sprint planning, release management, quality assurance, and production support.
• Establish engineering KPIs, monitor team performance, and ensure timely delivery of high-quality software solutions.
• Collaborate with Product, Business, Compliance, Information Security, and Operations teams to translate business requirements into effective technology solutions.
• Ensure software development processes adhere to applicable regulatory requirements, security standards, internal policies, and IT governance practices.
• Manage technology budgets, external development partners, software vendors, and resource allocation.
• Mentor and develop engineering leaders, build a high-performing technology team, and foster a culture of innovation, accountability, and continuous improvement.
• Identify opportunities for process optimization, technical debt reduction, and improvement in software delivery efficiency.

Required Qualifications & Experience

• Bachelor's or Master's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 15–20+ years of experience in software development, engineering, and technology delivery, with approximately 20 years preferred.
• Significant experience in leading software development teams and managing large-scale application development initiatives.
• Strong expertise in software architecture, system design, API development, databases, microservices, and distributed systems.
• Experience with modern programming languages, frameworks, cloud platforms, DevOps, CI/CD, and software engineering tools.
• Proven experience in developing scalable, secure, and high-availability applications.
• Experience in fintech, banking, payments, digital lending, financial services, or related technology domains is preferred.
• Understanding of financial data security, application security, regulatory compliance, and secure software development practices.
• Demonstrated ability to manage multiple projects, engineering teams, delivery timelines, and technology priorities.
• Excellent leadership, strategic planning, analytical, stakeholder management, and communication skills.

Work Location: In person

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

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.

Role Summary

Technical Support Engineer I provides 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 — acting 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.

Key Responsibilities

Customer Support & 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 & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-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 & 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 & 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.

Required Qualifications

•   1–3 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, 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 & 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 innovative — a 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.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

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 & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & 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 & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & 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.

L2 Production Support, Event Management / Mission Control, Incident Management, Linux, Linux, observability, and batch monitoring

As a Customer Support Executive / Manager, you will own a set of client accounts and ensure they successfully adopt and use the product.

You will handle client onboarding, product training, reporting, data requests and day-to-day client queries. You will also identify repetitive requests and use AI and automation to make recurring reports and workflows more efficient.

L2 Production Support, Event Management, Incident Management, ServiceNow, and monitoring tools such as Splunk, AppDynamics, and ThousandEyes for application monitoring, troubleshooting, and issue resolution.

The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.

Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link

Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog

Responsibilities

1. Incident Handling & Production Support
2. Escalation & Coordination
3. Monitoring & Alerts
4. Documentation & SOP Adherence
5. Customer Interaction

Requirements and Qualifications:

1. Minimum 1 year of experience as App support or product support
2. Basic understanding of APIs, JSON, request/response flow.
3. Ability to read logs and use monitoring tools.
4. Strong communication and customer-handling skills.

Location: Bangalore, Karnataka

Primary Skills: Linux Administration, Production Support

Secondary Skills: Oracle SQL, Splunk, Grafana, AppDynamics, Cloud (OCP/AWS/Azure/GCP), Incident Management, AI/Automation.

Experience: 3–4 Years

Location: Hyderabad

Job Responsibilities:

• Provide L2 production support and troubleshoot application or infrastructure issues.
• Monitor alerts and incidents using Splunk, AppDynamics, or ThousandEyes.
• Perform event management, incident analysis, and root cause identification.
• Manage incidents, service requests, and escalations through ServiceNow.
• Coordinate with L1, L3, and relevant teams to ensure timely issue resolution.
• Monitor system performance and maintain service availability.

Required Skills:

• Hands-on experience in L2 Production Support.
• Knowledge of Event Management and Incident Management.
• Experience with ServiceNow.
• Working knowledge of Splunk, AppDynamics, or ThousandEyes.
• Strong troubleshooting, analytical, and communication skills.

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities:

• Answer customer questions through our support queue
• Be the voice of the customer to the Product and Engineering organizations
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Take ownership of pushing cases to resolution, including working with developers
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation

Qualifications (your experience):

• Highly empathetic and passionate about helping others at a moment's notice
• Applied coding knowledge - Front End or API
• Reliable and active team member
• Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
• Conversational fluency in spoken and written English
• 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
• 2+ years of professional experience working in a customer-facing role
• Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)

Job Summary

We are looking for an Application Support Engineer with hands-on experience in Linux/Unix, Windows administration, monitoring tools, and incident management. The candidate will be responsible for application monitoring, troubleshooting, incident resolution, and ensuring smooth production operations.

Key Responsibilities

• Provide L1/L2 application and production support.
• Troubleshoot application, system, and server-related issues in Linux/Unix and Windows environments.
• Monitor application performance using Splunk, Grafana, and AppDynamics.
• Handle incidents, service requests, and changes using ServiceNow.
• Perform log analysis, root cause analysis (RCA), and issue resolution.
• Coordinate with application, infrastructure, and development teams to resolve production issues.
• Ensure SLA compliance and maintain proper incident documentation.
• Support continuous monitoring and improve application stability and availability.

Required Skills

• 3–5 years of experience in Application Support or Production Support.
• Hands-on experience with Linux/Unix and Windows environments.
• Experience with monitoring tools such as Splunk, Grafana, or AppDynamics.
• Working knowledge of ServiceNow and Incident Management.
• Good troubleshooting, analytical, and communication skills.
• Willingness to work in a production support environment.

Job Details

• Location: Hyderabad
• Work Mode: WFO
• Notice Period: Immediate Joiners Only