Technical Support

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)

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.

Technical Support Engineer

About the Role:

We're looking for a Technical Support Engineer to join our team and serve as the critical bridge between our customers and engineering team. This role combines customer-facing support with hands-on technical troubleshooting, requiring someone who can both empathise with user challenges and dive into code to identify and resolve issues.

You'll be the first line of technical defence, investigating customer-reported issues, reproducing bugs, reading through our codebase to understand root causes, and working closely with the development team to implement fixes. This is ideal for someone who enjoys problem-solving, loves helping people, and wants to leverage their technical skills in a customer-focused role.

Key Responsibilities:

Technical Investigation & Bug Identification

• Review application logs, error messages, and stack traces to diagnose issues
• Read and navigate through our MERN stack codebase to understand system behaviour
• Reproduce reported bugs in staging/development environments
• Identify whether issues stem from code bugs, configuration problems, infrastructure issues, or user error
• Perform root cause analysis and provide technical insights to the engineering team

Monitoring & Proactive Support

• Monitor AWS infrastructure health and application performance metrics
• Identify patterns in support tickets that may indicate broader system issues
• Collaborate with engineering on bug fixes and verify resolutions in production
• Test new features from a customer perspective before release

Required QualificationsTechnical Skills

• Strong understanding of web application architecture and software engineering principles
• Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
• Ability to read and understand JavaScript/TypeScript code
• Experience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)
• Familiarity with RESTful APIs, HTTP protocols, and debugging API requests
• Understanding of database concepts and ability to write basic MongoDB and SQL queries
• Experience with Git and version control concepts
• Knowledge of browser developer tools for debugging frontend issues

Soft Skills

• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving mindset
• Patience and empathy when dealing with frustrated customers
• Self-motivated with ability to manage multiple issues simultaneously
• Detail-oriented with good documentation habits

Experience

• 1+ years in technical support, customer success, or similar role
• 1+ years working with or around software development teams
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Nice to Have

• Experience with AWS troubleshooting and CloudWatch logs analysis
• Familiarity with containerization (Docker) and CI/CD pipelines
• Previous experience in a SaaS or platform company
• Experience with monitoring tools (Datadog, New Relic, Sentry, etc.)
• Exposure to agile development methodologies

What You'll Work With

• Frontend: React.js applications with modern JavaScript/TypeScript
• Backend: Node.js/Express.js APIs
• Database: MongoDB, MySQL
• Infrastructure: AWS (various services)
• Tools: GitHub, JIRA, Slack
• Environment: Fast-paced with direct access to engineering team

ROLE:  

Address technical issues relating to software implementation, function, and upgrades. Resolve customer complaints or problems and create product problem reports and troubleshoot documents for each issue. Work closely with application support and development teams to identify and resolve any technical problems that might arise during the development of software. Work with Implementation teams and Account managers to recommend solutions to new customer implementations and workflows.  

ESSENTIAL DUTIES and RESPONSIBILITIES: 

• Understanding the PeopleScout architecture and framework  
• Provide L2 support for tickets passed on by L1 support team using advanced knowledge of Java, SQL, Stored Procedures, Functions, and database development.  
• Analyze and understand Java code to debug, trace, and communicate technical issues effectively with the Development team.  
• Review application logs, perform exception analysis, monitor system performance, and identify root causes to ensure timely issue resolution and optimal application performance.
• Provide technical support to application support team
• Develop solutions to complex customer and software problems
• Assist with software design and development  
• Work within an agile environment  
• Deliver sprint commitments on time
• Be responsible for your own code, and work with others to improve the quality and deliver of theirs  
• Document troubleshooting guides and outcomes of problems, analysis and solutions for future re-use  

MUST HAVE SKILLS: 

• 5 to 8 years of experience in L2 Application Support, preferably supporting SaaS products.
• Strong troubleshooting skills with Java applications, SQL, and REST APIs.  
• Strong hands-on experience with Core Java (Java 8 or above).  
• Good understanding of Spring Boot and Java-based enterprise applications.
• Experience troubleshooting production issues, performing root cause analysis (RCA), and resolving incidents within SLA  
• Strong SQL skills with databases such as Oracle, MySQL, PostgreSQL, or SQL Server.  
• Experience working with REST APIs, JSON, and API testing tools like Postman.
• Ability to analyze application logs using tools such as Splunk, Kibana, ELK, or Grafana.
• Excellent customer communication skills with experience managing client interactions and providing timely updates.
• Familiarity with ServiceNow/Jira, Linux basics, and log analysis for application support