Technical Support Engineer II
RemoteFull-time3–6 yrsPosted 2 weeks ago
Mid-level IT support role at Planview Incorporated. Needs 3+ years and a B.Sc, B.Tech or B.E.. Remote.
About the role
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.
What you'll do
- 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
- 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
What you need
- Troubleshooting
- ServiceNow
- JIRA
- SQL
- AWS
- Salesforce
Good to have
- ITIL
- SQL Server
- PostgreSQL
- API testing
- IAM
- Azure