Technical Support Engineer II

Há 1 mês

Lisboa, Lisboa, Portugal Planview Gmbh, Software & Consulting Tempo inteiro
Job Summary

We are seeking a highly skilled Technical Support Engineer II to join our team at Planview GmbH, Software & Consulting. As a key member of our customer support team, you will be responsible for providing technical support and resolution for our most strategic customers.

Key Responsibilities:

  • Act as the primary point of contact for providing technical support and resolution for our most strategic customers.
  • Work directly with the Professional Services team to ensure the technical architecture, customer-specific customizations, and product architecture specific considerations are feasible and risk is minimized.
  • Build strategic relationships with both our customer champions and executive sponsors to ensure technical solutions are aligned with their strategic objectives and risk tolerances.
  • Manage customer expectations and lead them to outstanding levels of customer satisfaction.
  • Maintain a high level of technical knowledge across the overall operation of all products including a detailed knowledge of how various components operate.
  • Stay abreast with Engineering's latest developments, patches, and upgrades associated with the company's products.
  • Work directly with Tier 3 Support and R&D developers to solve customer issues utilizing a deep holistic knowledge of specific customer's environments.
  • Provide troubleshooting and technical support via phone, web-based tools, and email.
  • Advise customers and Professional Services Consultants regarding the product's proper performance and address specific product issues, acting as a subject matter expert.
  • Take a very "hands on" approach to customer support, managing all issues from initial call to final resolution and follow-up.
  • Make effective independent decisions representing day-to-day issues that do not require team or cross-functional discussion, input or agreement.
  • Be responsible for technical notes, product manuals, and training materials for Customers.
  • Accurately log all customer cases and interactions in the CRM system.
  • Collect and report product quality insights gained during customer interactions.
  • Participate in process improvement initiatives that will benefit support interactions with all customers.

Requirements:

  • A basic to intermediate understanding of software engineering which would facilitate troubleshooting custom functions, objects, and routines within the AdaptiveWork system.
  • A detailed and technically competent understanding of the Planview AdaptiveWork system and its architecture.
  • 3+ Years of AdaptiveWork Support Experience is mandatory.
  • Experience working with software engineering teams, methodologies, and processes.
  • Confident ability to liaise with customers, colleagues, and leadership during in-person calls to communicate and troubleshoot issues live as well as collect and share data on an issue via targeted and relevant lines of questioning and provision of answers.
  • Experience with Salesforce for case tracking and issue management – configuration experience is a plus.
  • Ability to provide service coverage across EU and US time-zones, between 14:00 and 22:00 local time.
  • A logical, process-oriented thinker who is positive, proactive, innovative and readily embraces change.
  • Creative problem solver with exceptional customer service skills.
  • Able to efficiently research, identify and then explain technical solutions to customers and internal stakeholders.
  • Proven ability to function independently and part of a cross-functional team.
  • Able to thrive in a fast-paced environment.
  • Able to keep a calm demeanor when all others involved in the support process may not.
  • Able to handle a variety of clients and personalities professionally during all interfaces.
  • Excellent verbal, telephone, and written communication skills.
  • Excellent listening and feedback skills.
  • Self-motivated, detail-oriented and organized.
  • Able to multi-task and juggle numerous assignments simultaneously.
  • Advanced computer skills with the ability to learn new concepts very quickly.
  • Detail-oriented and technically savvy team-player focused on the continuous delivery of top-quality products and services with customer satisfaction being the highest priority.
  • Ability to train new team members, share knowledge and work towards the collective goal of customer satisfaction.

Benefits at Planview:

  • 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's Force for Good Week.
  • Employee Referral bonus program.
  • Weekly office lunches for hybrid team members and social events.
  • Flexible work hours/environment.

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