Sr. Technical/Sr Product Support Engineer I

Company Overview 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, and technology management (enterprise architecture), innovation management, and 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, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.

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   Learn more about our portfolio at planview.com , and connect with us on LinkedIn, Instagram , and X .

The Opportunity The Sr. Technical Support Engineer is the deepest technical individual contributor on the KeyedIn Customer Care team, providing expert-level guidance to customers, internal teams, and cross-functional partners on Planview KeyedIn (enterprise PPM) and related technologies. In this role, you serve as the primary point of contact for the most complex, high-severity, and cross-product escalations, lead root-cause analysis for major incidents, and drive corrective actions that prevent recurrence .

You mentor and coach TSE I and TSE II engineers, design the advanced troubleshooting tools, diagnostic assets, and BI/analytics that the whole team relies on, and represent Support Operations in strategic planning, product-improvement, and QBR forums. You retain Care ownership of the customer relationship through cross-team hand-offs to Development, Tier 3, and Cloud Operations while remaining the trusted senior escalation point.

Success is measured by escalation outcomes, cross-functional impact, your contribution to team capability and tooling, and your role in shaping the direction of KeyedIn support. What You'll Do Customer Support & Expert Escalation Handling Provide expert-level technical support and guidance to customers and internal teams for KeyedIn and related technologies, serving as the senior escalation point for the Care queue.

Serve as the primary point of contact for the most complex, high-severity, or cross-product escalated issues, driving them from intake to resolution. Lead root-cause analysis for major incidents — distinguishing defect vs. configuration vs. data — and drive corrective actions that design out recurrence. Manage multiple high-priority responsibilities simultaneously, making strategic decisions with minimal supervision, and retain Care ownership of the customer through Development, Tier 3, and Cloud Operations hand-offs.

Technical Leadership & Tooling Apply seasoned KeyedIn/PPM expertise and creative problem-solving to resolve complex, cross-functional issues across reporting/widgets, custom entities, resource/capacity/schedule, data loads, and integrations/APIs. Develop and maintain advanced troubleshooting tools, diagnostic queries, runbooks, and the BI/analytics layer used across the support team. Understand interrelationships ac