Job Description

:Company OverviewPlanview 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\xe2\x80\x99s 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\xe2\x80\x99re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.Learn more about our portfolio at , and connect with us on , and .#LI-Recruiter #LI-CG1 #LI-Hybrid
The OpportunityWe\xe2\x80\x99re looking for a Senior Customer Engineer to join our team in Vancouver. In this role, you will work directly with customers and partners to solve their problems with our Value Stream Management solutions, Hub and Viz. You will work closely with the Product and Engineering teams to provide tier 3 support to customer and the support team by investigating, troubleshooting, and finding workarounds for escalated and technically challenging support tickets, to ensure our customers are receiving world class product support and become a trusted expert. Additionally, you will collaborate with Product Development to provide input and guidance on the design and functionality of new product features, to ensure they will meet our customers\' needs.Using your project management skills, organizational skills, expertise, and attention to detail you will develop a strong relationship with technical counterparts both internally in Planview and within our customer organizations.
What You\'ll Do

• Manage customer and support team escalations to drive resolution of critical issues
• Provide Tier 3 support to the VSM support team and work closely with other product teams
• Diagnose and troubleshoot problems with over 60+ tool integrations to third party software including, Salesforce, Atlassian Jira, Microsoft Azure DevOps, ServiceNow, etc. providing work-arounds, and filing bug reports.
• Analyze logs, operational dashboards (e.g. Datadog), and performance metrics of Cloud systems in relation to customer reported issues and service disruptions
• Investigate, report, track, and solution defects with our Engineering teams
• Guide our on-premises customers on best practices and settings for configuring and managing Apache Tomcat, relational databases (PostgreSQL, Microsoft SQL Server, Oracle), SSL configuration, SSO (e.g. SAML) and other advanced topics
• Assist customers in deploying new integrations and creating new insights using our VSM products
• Create custom scripts using JavaScript to perform data format transformations and access 3rd party and internal systems
• Access and analyze 3rd party system API (REST, SOAP, GraphQL, etc).

What You\'ll Bring

• Strong customer focus, providing empathy and patience with customers and driving resolution by collaborating with other teams while solving challenging problems
• Must be able to manage multiple projects utilizing strong planning and organizational skills
• (5+) Experience supporting software applications including Java, Tomcat, Javascript and Databases using common support ticket systems and tools
• (2+) Managing customer escalations in both pre-sales and post-sales implementations
• (2+) Experience in customer software implementations, including requirements gathering, conceptual and detailed design, configuration, testing, training, change management, and support
• Excellent business process and best practices experience or aptitude
• Analytical nature with the ability to solve complex business issues using a systematic approach
• Technical aptitude and a high degree of self-motivation to train and achieve ALM application, customizations and installations understanding/certifications
• Outstanding verbal, written and presentation skills with the ability to build effective customer relationships
• A driven self-starter, able to work independently

Great Candidates Have:

• Confidence working directly with customers and end users, specifically experience working with technical staff and processes within enterprise organizations
• (3+) Experience with at least two programming or scripting languages (JavaScript, VBScript, Ruby, Java, C/C++/C#, or similar)
• (2+) Experience with enterprise databases (Oracle, SQL Server) and SQL
• Ability to learn and master new technologies with a technical aptitude
• Strong interpersonal and leadership skills with a proven track record in building excellent working relationships and operating effectively as a member of a leadership team.

If you have the following, that\xe2\x80\x99s even better:

• Product development/software engineering background
• Experience in developing, debugging and/or maintaining integrations between 3rd party systems\xe2\x80\x99 API
• Familiarity using or administering ALM tools for development or testing teams (e.g. Micro Focus ALM, IBM Rational Suite, Atlassian Jira, Microsoft Team Foundation Server, Salesforce, ServiceNow, or comparable industry solutions)
• Understanding and working knowledge of software development methodologies (Scrum, Waterfall, Kanban, etc)
• Familiarity with cloud services (e.g. AWS) and operational support and monitoring tools (e.g. Datadog, New Relic, etc)

Whether you have some, or all of these, we want to hear from you if you believe your background and experience might be a fit!
Benefits at PlanviewAt Planview, you\xe2\x80\x99ll join our global team and culture which reflects the vibrant communities in which our employees live and work. To support you at Planview, you will enjoy:

• Unplugged Days: 4 company-wide paid days off per year to recharge and relax.
• Generous PTO offerings (region dependent).
• Region specific competitive benefit plans to support you at any life stage including parental leave, retirement, medical plans, wellness support, and remote work support.
• Paid time to volunteer through Planview\xe2\x80\x99s Force for Good Week.
• Employee Referral bonus program.
• Weekly office lunches for hybrid team members and social events.
• Flexible work hours/environment.

Now is a great time to join our team. If you are looking for a place to grow your career, innovate with best-in-class solutions, and build the future of connected work, Planview is the right place for you!
Diversity, Equity and Inclusion at PlanviewAs part of our efforts to build a workforce with diverse talent, we encourage applications from Indigenous, Black, and other racialized communities, 2SLGBTQIA+ communities, people with neurodivergence, immigrants, people with disabilities, and other equity deserving groups. In addition to building a diverse workforce, we are committed to fostering an inclusive and accessible experience. Reasonable accommodations for the interview process can be requested by emailing recruitment@planview.com.

Planview