Telesales Executive

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.

Role Proficiency:

Act creatively to develop applications and select appropriate technical options optimizing application development maintenance and performance by employing design patterns and reusing proven solutions account for others' developmental activities

Outcomes:

Interpret the application/feature/component design to develop the same in accordance with specifications.

Code debug test document and communicate product/component/feature development stages.

Validate results with user representatives; integrates and commissions the overall solution

Select appropriate technical options for development such as reusing improving or reconfiguration of existing components or creating own solutions

Optimises efficiency cost and quality.

Influence and improve customer satisfaction

Set FAST goals for self/team; provide feedback to FAST goals of team members

Measures of Outcomes:

Adherence to engineering process and standards (coding standards)

Adherence to project schedule / timelines

Number of technical issues uncovered during the execution of the project

Number of defects in the code

Number of defects post-delivery

Number of non compliance issues

On time completion of mandatory compliance trainings

Outputs Expected:

Code:

Code as per design

Follow coding standards

templates and checklists

Review code – for team and peers

Documentation:

Create/review templates

checklists

guidelines

standards for design/process/development

Create/review deliverable documents. Design documentation

r and requirements

test cases/results

Configure:

Define and govern configuration management plan

Ensure compliance from the team

Test:

Review and create unit test cases

scenarios and execution

Review test plan created by testing team

Provide clarifications to the testing team

Domain relevance:

Advise Software Developers on design and development of features and components with a deep understanding of the business problem being addressed for the client.

Learn more about the customer domain identifying opportunities to provide valuable addition to customers

Complete relevant domain certifications

Manage Project:

Manage delivery of modules and/or manage user stories

Manage Defects:

Perform defect RCA and mitigation

Identify defect trends and take proactive measures to improve quality

Estimate:

Create and provide input for effort estimation for projects

Manage knowledge:

Consume and contribute to project related documents

share point

libraries and client universities

Review the reusable documents created by the team

Release:

Execute and monitor release process

Design:

Contribute to creation of design (HLD

LLD

SAD)/architecture for Applications/Features/Business Components/Data Models

Interface with Customer:

Clarify requirements and provide guidance to development team

Present design options to customers

Conduct product demos

Manage Team:

Set FAST goals and provide feedback

Understand aspirations of team members and provide guidance opportunities etc

Ensure team is engaged in project

Certifications:

Take relevant domain/technology certification

Skill Examples:

Explain and communicate the design / development to the customer

Perform and evaluate test results against product specifications

Break down complex problems into logical components

Develop user interfaces business software components

Use data models

Estimate time and effort required for developing / debugging features / components

Perform and evaluate test in the customer or target environment

Make quick decisions on technical/project related challenges

Manage a Team mentor and handle people related issues in team

Maintain high motivation levels and positive dynamics in the team.

Interface with other teams designers and other parallel practices

Set goals for self and team. Provide feedback to team members

Create and articulate impactful technical presentations

Follow high level of business etiquette in emails and other business communication

Drive conference calls with customers addressing customer questions

Proactively ask for and offer help

Ability to work under pressure determine dependencies risks facilitate planning; handling multiple tasks.

Build confidence with customers by meeting the deliverables on time with quality.

Estimate time and effort resources required for developing / debugging features / components

Make on appropriate utilization of Software / Hardware’s.

Strong analytical and problem-solving abilities

Knowledge Examples:

Appropriate software programs / modules

Functional and technical designing

Programming languages – proficient in multiple skill clusters

DBMS

Operating Systems and software platforms

Software Development Life Cycle

Agile – Scrum or Kanban Methods

Integrated development environment (IDE)

Rapid application development (RAD)

Modelling technology and languages

Interface definition languages (IDL)

Knowledge of customer domain and deep understanding of sub domain where problem is solved

Additional Comments:

About the Role: We are looking for a Senior Software Developer with strong experience in .NET development and Microsoft Azure to help build and scale our next-generation FinTech platforms. You will work on secure, high-availability systems that power core financial services, collaborating with cross-functional teams to deliver features that directly impact our customers. You’ll play a key role in developing backend services, cloud integrations, and microservices that are performant, secure, and compliant with financial regulations. Key Responsibilities: Design, develop, and maintain backend services and APIs using C# and .NET Core. Build and deploy cloud-native applications on Microsoft Azure, leveraging services such as App Services, Azure Functions, Key Vault, Service Bus, and Azure SQL. Contribute to architecture decisions and write clean, maintainable, well-tested code. Participate in code reviews, technical planning, and sprint ceremonies in an Agile environment. Collaborate with QA, DevOps, Product, and Security teams to deliver robust, secure solutions. Ensure applications meet high standards of security, reliability, and scalability, especially in a regulated FinTech environment. Support and troubleshoot production issues and contribute to continuous improvement. Required Skills & Qualifications: 5–8 years of experience in software development, primarily with C# / .NET Core. Strong hands-on experience with Microsoft Azure, including Azure App Services, Azure Functions, Azure SQL, Key Vault, and Service Bus. Experience building RESTful APIs, microservices, and integrating with third-party services. Proficiency with Azure DevOps, Git, and CI/CD pipelines. Solid understanding of software design principles, object-oriented programming, and secure coding practices. Familiarity with Agile/Scrum development methodologies. Bachelor’s degree in Computer Science, Engineering, or a related field.

Skills: Dot Net, C#, Azure

Must-Haves

Net with Azure Developer -Required: Function app, Logic Apps, Event Grid, Service Bus, Durable Functions

We are looking for a skilled PHP Full Stack Developer with 3-5 years of hands-on experience in web development. The ideal candidate will have expertise in PHP programming and a proven track record working with Magento, WordPress, and Laravel frameworks. As a PHP Full Stack Developer, you will be responsible for end-to-end development and maintenance of web applications.

Responsibilities:

Full Stack Development:

• Design, develop, and maintain scalable and high-performance web applications using PHP, HTML, CSS, JavaScript, and other relevant technologies.
• Implement features across the entire application stack, from front-end to back-end.

Laravel Development:

• Build and maintain Laravel applications, ensuring scalability and performance.
• Implement custom functionalities and features in Laravel projects.
• Collaborate with the team to create robust and scalable Laravel-based solutions.

Shopify Development (Node.js):

• Develop and customize Shopify applications, themes, and plugins using Node.js.
• Build custom Shopify APIs and integrations to support business needs.

Database Management:

• Design and optimize database schemas.
• Perform database migrations, updates, and maintenance.

Integrations:

• Integrate third party applications, plugins.
• Use/ develop APIs and webhooks for integrations.

Code Quality and Standards:

• Write clean, well-documented, and efficient code.
• Follow coding standards and best practices for PHP development.
• Conduct code reviews and provide constructive feedback.

Troubleshooting and Debugging:

• Diagnose and resolve technical issues across various platforms.
• Collaborate with the support team to address client-reported problems.

Collaboration and Communication:

• Work closely with designers, project managers, and other developers to achieve project goals.
• Provide regular updates on project progress and actively participate in team meetings.

Qualifications:

• Bachelor's degree in Computer Science, IT, or a related field.
• 3-5 years of hands-on experience in PHP full stack development.
• Proficiency in Magento, WordPress, and Laravel frameworks.
• Strong knowledge of PHP, MySQL, HTML, CSS, JavaScript, REST API, Webhooks and related technologies.
• Experience with version control systems, such as Git.
• Understanding of web standards, performance optimization, and security best practices.
• Excellent problem-solving skills and attention to detail.
• Effective communication and collaboration skills.

If you meet the qualifications and are enthusiastic about contributing to cutting-edge web development projects, we encourage you to apply for this exciting opportunity.

Strong Product, UI/UX Designer Profile, with a focus on B2B SaaS/ Enterprise Products

Mandatory (Experience 1) – Must have 2+ years of hands-on experience in Product design, with a strong track record in B2B SaaS

Mandatory (Experience 2) – Must have experience in designing for complex domains such as automation platforms, low-code platforms, data management tools etc

Mandatory (Tools) – Proficient in Figma and familiar with modern design tools such as Notion, Framer, Webflow, Builder.io, Zapier, Replit, Lovable.

Mandatory (Portfolio) – Strong portfolio showcasing case studies, user research and UX work for B2B Enterprise SaaS products

Mandatory (Background) - BDes / MDes from Good Design college (Diploma not considered) OR B2B SaaS Company

Mandatory (Skill) - Must have Good Communication Skills

• Analyze the needs of the user or business
• Design and develop hardware systems based on those needs
• Test hardware prototypes and operational systems to ensure they function as expected
• Recommend hardware upgrades to improve existing systems
• Assist in integrating hardware components into larger systems
• Create technical specifications and diagrams to guide the manufacturing and assembly process
• Ensure that hardware systems are compatible with software components
• Maintain and repair hardware systems as needed
• Document each aspect of a hardware system or component for future reference and troubleshooting
• Stay current with advancements in technology to recommend innovative hardware solutions
• Communicate and collaborate with software engineers to ensure hardware and software integration

Looking for a Product Head who will have full ownership for multiple areas of the product, including product roadmap and release planning. Responsibilities include listening to customers, creating business requirements, defining user stories, building prototypes, collaborating with the engineering team for product development, and ensuring the launch and adoption of these solutions. The detailed list of responsibilities are captured below:

• Own the strategy and roadmap for designated product areas. Be an advocate for the customer and keep a close eye on the competition and industry to build the roadmap in alignment with the long-term product vision.
• Plan and manage all stages of the product life cycle, from ideation to launch, adoption/growth, and sunsetting.
• Develop business cases for each product initiative to demonstrate customer need, feasibility, pricing, addressable and realizable revenues, competitive positioning, implementation plan, and support costs, etc.
• Work with the product design team to iteratively develop highly usable, intuitive, and pixel-perfect designs and prototypes.
• Collaborate with the sales and marketing teams to build a strong GTM strategy and be the spokesperson for the product within the industry by hosting webinars, events, etc.
• Mentor other junior product managers and product designers on the team.
• Lastly, but most importantly, work closely with the engineering team to build a repeatable and efficient process for product delivery including but not limited to backlog grooming, prioritization, and sprint planning.

• Who is a good fit for this role?

  Consider yourself a good fit for this role if you have these characteristics. Don’t worry if you don’t check every item on the list below. If you have the attitude to constantly challenge and upskill yourself, you might still be a good fit.

  • Full product funnel ownership - You have 8+ years of product management experience for a consumer or B2B SaaS service, with multiple launches under your belt.
  • Deep empathy for user needs - You love talking to users, and you have multiple approaches for understanding what matters to them and why.
  • Ability to communicate effectively - You can clearly communicate with different internal stakeholders and external stakeholders. You are comfortable speaking the language of engineers on one end and customers, executives, or other business stakeholders on the other end. You thrive on ambiguity. You are as comfortable articulating vision and strategy as you are writing detailed product requirements.
  • Attention to detail - You obsess about the smallest product details, from color to positioning and tone of language. You benchmark yourself against the best in the industry and aim to build the best. You are able to build systems that enable the team to maintain a high bar for quality.
  • You ask and answer the right questions - You develop smart hypotheses and have a knack for designing research and experiments to prove them. You love data, and the know-how to interpret and think critically about results.
  • Understanding of technology frameworks and concepts - You can work closely with the engineering team, to understand tradeoffs and make decisions around prioritization and scope.
  • Team orientation - You go above and beyond to make your product and team successful, whether it’s filing bugs or organizing team offsite. You believe and understand that strong products are built by closely-knit teams. You are naturally inclined towards owning criticism and deflecting praise to the team.

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  What can you look for?

  The opportunity to shape and build a product through its very early stages, a wide breadth of responsibilities, and an opportunity to challenge yourself every day. The product is one of the prominent solutions in the Indian geography and witnessing rapid adoption and growth across multiple world geographies including the US and Europe. You get the chance to collaborate with a highly skilled team with a good mix of experience and a can-do attitude.

  We are

  A fast-growing SaaS commerce company based in Bangalore with offices in Delhi, Mumbai, SF, Dubai, Singapore, and Dublin. Empuls works with over 1000 global clients. We help our clients in engaging and motivating their employees, sales teams, channel partners, or consumers for better business results.

  Way forward

  We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. We however assure you that we will attempt to maintain a reasonable time window for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.

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