Technical Support Engineer I

Overview Planview has one mission: to close the gap between strategic intent and business outcome, providing the intelligence organizations need to act decisively. As the global leader in Strategic Portfolio Management, Planview helps organizations of all sizes achieve their business goals, faster and smarter. Our comprehensive platform bring initiatives, investments, and resources into a continuous, connected model of the business: the actionable understanding leaders need to move decisively, keep teams and AI in lockstep, and know how their initiatives are performing.—now powered by Planview Anvi, our next-generation enterprise AI that delivers expert guidance, intelligent recommendations, and actionable insights, turning complex data into decisive action from strategy through execution. Recognized as a Leader in the 2026 Gartner Magic Quadrant for Strategic Portfolio Management for the fifth consecutive year, we proudly serve more than 3,000 customers globally, including 45% of the Fortune 100—and more than 3 million users worldwide. Why Join Planview? At Planview, our people’s connections drive our innovation and success. Our global team of 1,500+ employees work remotely and across offices in Austin, Vancouver, Hod HaSharon, Bangalore, Sydney, and Stockholm. We've built a world-class, connected culture rooted in shared values that empowers our teams to thrive and succeed from anywhere. When you join Planview, you're not just joining a company, you're joining a movement to transform how the world works. Discover more about our portfolio at planview.com, and connect with us on LinkedIn, Instagram, and X. Responsibilities Customer Support & Case Management Independently provide technical support to standard customers and internal teams for Portfolios via phone, email, ticketing system, and web-based tools. Accurately log all customer cases, interactions, and resolutions in the case management system (e.g., Salesforce, Jira). Manage issues from initial contact through final resolution and follow-up, maintaining full accountability throughout the support lifecycle. Prioritize tickets according to severity and SLA commitments, beginning to make independent judgments on case urgency. Technical Troubleshooting & Resolution Troubleshoot and resolve all technical issues for your assigned products, applying judgment within defined processes and procedures. Investigate root causes of technical problems and implement effective, documented solutions. Escalate complex issues to higher-level engineers or development teams, providing clear reproduction steps, environment details, and initial findings. Act as a liaison between customers and engineering teams for escalated issues. Product Knowledge & Continuous Improvement Build expertise beyond foundational knowledge and apply it to the team's objectives and customer outcomes. Stay current on product releases, feature changes, known issues, and system…