Technical/Product Support Engineer I at Planview · Bengaluru (Bangalore) · 1 - 4 years · Profitable · Posted 24 Sep 2026
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.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Planview
About
Planview is a global leader in Strategic Portfolio Management (SPM) and Digital Product Development (DPD), empowering organizations to turn strategy into measurable outcomes. Our AI-driven connected platform helps enterprises align on priorities, optimize resources, and deliver value with speed and clarity. From strategic planning and portfolio management to product innovation, enterprise architecture, and collaborative work, Planview brings every class of work and every team onto a single, unified system. More than 3,000 customers and over 3.1 million users worldwide rely on Planview to gain real-time insights, make confident decisions, and drive transformation at scale.
Headquartered in Austin, Texas with a global team of over 1,500 employees, Planview combines deep market expertise with a culture of innovation and customer obsession. Our platform is consistently recognized by industry analysts for leadership and vision, and we continue to expand our global footprint—including a strong presence in India—to support enterprises across industries. At Planview, you’ll join a fast-growing company shaping the future of connected work, helping organizations deliver on what matters most.
Candid answers by the company
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, technology management (enterprise architecture), innovation management, 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, and Stockholm. We are proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.
Photos
Company social profiles
Similar jobs (10)
Javascript
HTML/CSSTechnical 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 a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.
Key Responsibilities
- Act as a primary point of contact for customer support requests.
- Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
- Communicate regularly with customers and provide timely updates on case progress.
- Monitor support cases and ensure proper follow-up until closure.
- Meet defined targets for response time, resolution time, quality, and customer satisfaction.
Required Skills and Qualifications
- 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
- Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
- Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
- Strong communication, analytical, and problem-solving skills.
· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.
Preferred Skills
- Experience in SaaS, ERP, CRM, or enterprise application support.
- Hands-on experience with the Salesforce Platform and Service Cloud
- Knowledge of SQL queries and database concepts.
- Experience working with support ticketing systems.
- Strong customer service and stakeholder management skills.
Key Responsibilities
● Manage case queues in accordance to customer agreements.
● Answer technical questions, solve technical problems, and suggest appropriate
workarounds related to Copado platform.
● Understand and advocate for customer needs.
● Resolve customer service issues and skillfully manage/troubleshoot complex customer
service problems.
● Manage customers' expectations and experience in a way that results in high customer
satisfaction.
● Develop and maintain technical expertise in assigned areas of product functionality and
utilize that expertise effectively to help customers.
● Create knowledge base materials dedicated towards operational efficiency.
● Research, document, and escalate cases according to procedure.
● Actively participate in job-related training and assist with the design and delivery of
product and other technical training.
● Review support cases for technical and troubleshooting accuracy.
● Identify product and services up-sell opportunities and describe Copado solutions to
customers in a way that is articulate, accurate, and persuasive.
What Success Looks Like
● Having a proven track record of using your incredible problem-solving and interpersonal
skills to achieve success goals.
● Documenting solutions and consistently contributing to the internal knowledge base.
● Driving delivery and customer success for one of the fastest-growing applications in the
Salesforce ecosystem.
● Managing customers' expectations and experiences in a way that results in high
customer satisfaction
● Skillfully managing, troubleshooting, and resolving complex customer service problems.
The recruiter has not been active on this job recently. You may apply but please expect a delayed response.
Support Engineer
The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement.
Roles and Responsibilities
- Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally.
- Troubleshoot and resolve product-related issues, ensuring minimal disruption to users.
- Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues.
- Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback.
- Provide training and guidance to users on how to effectively use the RMS system.
- Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users.
- Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
- Respond to user queries in a friendly and professional manner, ensuring clear communication.
- Proactively follow up with customers to ensure issues are resolved to their satisfaction.
Required Skills
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Prior experience in software support preferably in a fintech or financial services environment.
- Experience with troubleshooting software and hardware issues in a production environment.
- Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
- Ability to manage multiple priorities and deliverables in a fast-paced environment.
- Familiarity with databases like SQL.
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
- Incident Handling & Production Support
- Escalation & Coordination
- Monitoring & Alerts
- Documentation & SOP Adherence
- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.
Candidates with relevant EdTech experience will be highly considered.
Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.
Key Responsibilities:
· Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.
· Address and resolve tickets raised by clients for technical issues to ensure seamless operations.
· Assist in designing and implementing effective software solutions.
· Track user tickets and ensure timely resolutions.
· Coordinate with the development team for any new feature requirements.
Requirements:
· 1–2 years of EdTech preferably school ERP/CRM
· Excellent communication skills with fluency in English (mandatory)
· Strong presentation and interpersonal skills.
· Proficiency in Microsoft Office (Excel, Word, etc.).
· Strong analytical and problem-solving abilities.
· ERP certification (e.g., “Data Analyst”) is a plus.
What We Offer
• Fixed CTC
• Annual Off site Retreats
• Rapid career growth with structured training and on-the-job mentorship
• Opportunity to impact the lives of learners via tech.
• Monthly Trainings & Skill Development to sharpen product expertise
• Employee of the Month & Rewards & Recognition Programs
• Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture
Java
Spring Boot
React.jsJavascriptTechnical Support Engineer: Application Maintenance
Company: Gemba ConnectExperience: 1–4 yearsOpenings: 2Location: [City / Hybrid]Type: Full-time
About the role
Gemba Connect builds and runs business applications (ERP, WMS, manufacturing and packaging) for clients across Worls . We're starting a new Maintenance Team to keep these applications reliable. In this role you will fix production issues, maintain code across several applications and review code before release.
What you'll do
• Respond to production incidents, find the root cause and ship fixes quickly
• Fix bugs and improve performance in Java/Spring Boot and React applications
• Review merge requests for code quality, security and performance
• Monitor application health and help prevent repeat issues
Required skills
• 1–4 years of hands-on development or production support experience.
• Java + Spring Boot (REST APIs, JPA/Hibernate, Spring Security/JWT): able to read and debug unfamiliar code quickly.
• JavaScript/TypeScript with React or Next.js.
• SQL (preferably MS SQL / Azure SQL): writing queries, reading execution plans, adding indexes.
• Git workflows: branching, merge requests, resolving conflicts.
• Basic Linux and command-line skills.
• Good debugging skills with logs and stack traces.
• Clear written communication, especially for incident updates and review comments.
Good to have
• Docker, Kubernetes or any cloud platform (Azure preferred)
• CI/CD tools like Jenkins or GitLab
• Monitoring tools like Grafana
Why join us
• Hands-on experience with production systems for real clients
• Work across many technologies: backend, frontend, cloud and DevOps
• A new team, so your work will shape how it's built
Support Engineer – AI/ML & Education ERP
Company: iCloudEMS
Location: Remote / Work From Home
Employment Type: Full-Time
Experience: Freshers / 0–1 Year
About iCloudEMS
iCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.
We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.
Key Responsibilities
- Provide first-level technical support through phone, email, and ticketing systems.
- Troubleshoot issues related to Admissions, Academics, Finance, HRMS, LMS, and Online Examination modules.
- Perform basic SQL/MySQL queries for data validation, troubleshooting, and issue analysis.
- Reproduce reported issues and coordinate with QA and Development teams for resolution.
- Test software functionality and verify bug fixes.
- Analyze API/web application issues and escalate complex technical problems.
- Assist with AI-powered features, AI/ML tools, and automation workflows where required.
- Support testing and validation of AI/ML-based features and applications.
- Create support documentation, FAQs, user guides, and knowledge-base articles.
- Assist with client onboarding, product demonstrations, and user training.
- Maintain clear communication with clients and ensure timely issue resolution.
- Continuously learn new ERP, AI/ML, database, and web technologies.
Required Skills
- Bachelor's degree in Computer Science, IT, BCA, MCA, B.Tech, or related field.
- Freshers or candidates with 0–1 year experience can apply.
- Basic knowledge of SQL/MySQL and relational databases.
- Basic understanding of web applications, APIs, and troubleshooting.
- Basic understanding of AI/ML concepts, Generative AI, or LLMs.
- Strong analytical and problem-solving skills.
- Good verbal and written communication.
- Ability to understand technical problems and explain solutions clearly.
- Willingness to learn AI/ML and emerging technologies.
Preferred Skills
- Basic knowledge of PHP, HTML, CSS, and JavaScript.
- Familiarity with OpenAI/LLM APIs, ChatGPT, prompt engineering, or AI tools.
- Basic knowledge of Python and AI/ML libraries is an advantage.
- Familiarity with ERP/EdTech applications.
- Knowledge of ticketing/helpdesk systems.
- Basic understanding of REST APIs and web services.
What You'll Gain
- Hands-on experience with a real-world Education ERP platform.
- Practical exposure to SQL, databases, APIs, web applications, and troubleshooting.
- Exposure to AI/ML, Generative AI, LLMs, and AI-powered ERP features.
- Experience working with Support, QA, Development, and Implementation teams.
- Client communication and enterprise software experience.
- Long-term career growth and learning opportunities.
Benefits
- Full-Time Employment
- Permanent Work From Home
- Learning and development opportunities
- Exposure to Education ERP + AI/ML technologies
- Collaborative work environment
- Career growth opportunities
Compensation: As per company norms
Why Join iCloudEMS?
Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.
Position- Technical Support executive
Relevant Experience: 1-2 Years (Ed Tech ERP)
Locations- Noida
Key skills- Presentation Skill, Computer Knowledge, ERP Knowledge, Good Communication Skills, MS Excel Skills
Minimum Qualification:- Bachelor’s degree mandatory.
What we’re looking for
We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.
Candidates with relevant EdTech experience will be highly considered.
Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.
Key Responsibilities:
· Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.
· Address and resolve tickets raised by clients for technical issues to ensure seamless operations.
· Assist in designing and implementing effective software solutions.
· Track user tickets and ensure timely resolutions.
· Coordinate with the development team for any new feature requirements.
Requirements:
· 1–2 years of EdTech preferably school ERP/CRM
· Excellent communication skills with fluency in English (mandatory)
· Strong presentation and interpersonal skills.
· Proficiency in Microsoft Office (Excel, Word, etc.).
· Strong analytical and problem-solving abilities.
· ERP certification (e.g., “Data Analyst”) is a plus.
What We Offer
• Fixed CTC
• Annual Off site Retreats
• Rapid career growth with structured training and on-the-job mentorship
• Opportunity to impact the lives of learners via tech.
• Monthly Trainings & Skill Development to sharpen product expertise
• Employee of the Month & Rewards & Recognition Programs
• Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture
grafanaWe are looking for an Application Support Engineer with experience in Linux/Unix, Windows administration, application monitoring, and production support. The candidate should be skilled in incident management, troubleshooting, and monitoring tools such as Splunk, Grafana, and AppDynamics.
Responsibilities
- Provide application and production support, ensuring system availability and stability.
- Troubleshoot application, server, and infrastructure issues across Linux/Unix and Windows environments.
- Monitor application performance using Splunk, Grafana, and AppDynamics.
- Manage incidents, service requests, and changes through ServiceNow.
- Perform root cause analysis and coordinate with relevant teams to resolve issues.
- Ensure SLA compliance and minimize service disruptions.
Required Skills
- Application Support / Production Support
- Linux/Unix and Windows
- Monitoring tools: Splunk, Grafana, AppDynamics
- ITSM tool: ServiceNow
- Incident, problem, and change management
- Strong troubleshooting and communication skills
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon