Technical Support Engineer I

The Technical Support Engineer I independently provides technical support to standard customers and internal teams for Portfolios, serving as the primary contact for a defined set of accounts and cases. In this role, you will troubleshoot and resolve technical issues across your assigned products, investigate root causes, and act as a liaison between customers and the engineering team for escalated issues. Success is measured by case resolution quality, SLA performance, customer satisfaction, and your growing ability to own increasingly complex problems end-to-end.

The candidate will have responsibilities across the following functions:

Customer Support and 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.
• Prioritise tickets according to severity and SLA commitments, beginning to make independent judgments on case urgency.

Technical Troubleshooting and 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 and 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 updates.
• Contribute to technical notes, knowledge base articles, and support documentation.
• Collect and communicate customer feedback and recurring issue patterns to improve product quality and support processes.

Collaboration and Mentoring:

• Maintain internal networks and build relationships with cross-functional teams including Engineering, Product, and Customer Success.
• Seek out opportunities to provide input on objectives and processes based on observations and customer needs.
• As needed, participate in on-call or skeleton crew rotation.

Requirements:

• 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, Dynamics 365, or similar).
• Solid diagnostic and problem-solving skills with a systematic, analytical approach.
• Proven ability to manage multiple issues simultaneously while maintaining attention to detail and meeting SLA commitments.
• Ability to work independently and as part of a cross-functional global team.

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).
• Experience working with REST/SOAP APIs and API testing tools such as Postman and curl.
• Working knowledge of project management methodologies and frameworks, including Agile, Waterfall, and SAFe.
• Experience with identity and access management concepts (SSO, OAuth, RBAC, SAML).
• Knowledge of the Planview product ecosystem (e. g., prior use or administration of Planview solutions).
• Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills and 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.
• Shows increasing initiative in clear-cut situations; follows instructions and guidelines to complete assigned tasks.
• Self-motivated, detail-oriented, and organised, with the ability to begin prioritising work independently.
• Strong interpersonal skills with a growing ability to build relationships with customers, colleagues, and cross-functional partners.
• Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge.
• Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific):

• Hands-on experience troubleshooting issues in a SaaS web application, including using browser developer tools to analyse network requests, console errors, and authentication flows.
• Working knowledge of SQL; ability to write and execute queries to investigate data issues, validate configuration records, or reproduce customer-reported problems.
• Ability to test and interpret REST API requests and responses using tools such as Postman or curl, sufficient to investigate integration and data sync issues reported by customers.
• Experience using log analysis tools (e. g., Event Viewer, HAR files, or AWS CloudWatch) to investigate and document application issues for escalation to engineering.
• Proficiency with the team's primary case management platform (e. g., Salesforce Service Cloud, Jira, Zendesk, or ServiceNow) for logging, prioritising, and managing customer cases through resolution.

Nice to Have:

• Basic knowledge of cloud platforms such as Microsoft Azure or AWS, including familiarity with cloud-hosted application support and multi-tenant SaaS environments.
• Understanding of authentication and security concepts including SSO, OAuth, RBAC, SAML, and SSL/TLS certificates. Relevant for any product supporting enterprise identity management.
• Scripting or coding experience in one or more languages such as JavaScript, Python, or PowerShell is particularly valuable for integration-heavy product teams.
• Ability to leverage AI-assisted tools (e. g., Planview Anvi, Copilot, or similar) to accelerate troubleshooting, draft knowledge base articles, and improve case resolution speed.