Overview Planview Technical Support Engineer I/II About Planview: As the global leader in work and resource management, Planview makes it easier for all organizations to achieve their business goals. 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 solutions span every work, resource, and organization class to address the varying needs of diverse and distributed teams, departments, and enterprises. Headquartered in Austin, Texas, Planview’s more than 1400 employees serve over 5,000+ customers worldwide through a culture of innovative technology leadership, deep market expertise, and highly engaged communities. For more info., visit us at planview.com Opportunity: Have you administered HP ALM, JIRA, or IBM RTC and are looking for a change? Are you a software developer or tester wanting to interact with customers and implement technical solutions? Do you have a passion for interacting with customers and implementing complex technical solutions? Do you have a natural ability to understand communication flow, information systems architecture, business processes, and product development processes? Join Tasktop as Customer Success Engineer and become an essential member of our team in helping enterprises integrate their ALM systems using Tasktop. In the role of Customer Success Engineer, you will work directly with customers and partners to solve their problems when integrating ALM systems using Tasktop. You will work directly with customers to define requirements related to their ALM tool sets and information systems to design integration solutions using Tasktop s products and services. Using your project management skills, organizational skills, expertise, and attention to detail you will develop a strong relationship with technical counterparts within the customer organization. Work Timings: 6:30 PM to 3:30 AM IST Responsibilities Support our Tasktop products via email, phone, and web sessions with customers using standard support ticketing systems and tools Identify defects and feature requests based on information learned from customers Develop and lead client training sessions Lead the hands-on building of integration solutions leveraging best practice configuration capabilities and scripting using JavaScript for our integration solution Work with Customers to design solutions that best meet the customer’s requirements using your programming, configuration, troubleshooting, data, and reporting skills Support clients through the go-live process while promoting solution adoption Communicate project progress and expectations while escalating issues to customer and Tasktop stakeholders for awareness and resolution Participate in collaboration with other departments to address and resolve client issue Work closely with our deployment and sales partners to support our shared customers Critical competencies: Must be able to manage multiple projects utilizing strong planning and organizational skills Experience supporting software applications including Java, Tomcat, JavaScript, and Databases using common support ticket systems and tools 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/certification Outstanding verbal, written, and presentation skills with the ability to build effective customer relationships A driven self-starter, able to work independently Qualifications Great Candidates Have: (looking for 5-8 years of experience) At least two years of experience with three or more of the following ALM toolsets Micro Focus ALM, IBM Rational Suite, Atlassian Jira, Microsoft Team Foundation Server, Salesforce, ServiceNow, or comparable industry solutions. Familiarity using or administering ALM tools for development or testing teams (e.g. HP QC, HP ALM, IBM RTC, Atlassian JIRA, Microsoft TFS, and/or other leading ALM tools) –Must Have Skillset (Rating 4 out 5, where 5 is Mandatory expertise skill Knowledge of software development methodologies (SDLC /WATERFALL / SCRUM ) An understanding of support processes and tools 3+ years of experience working directly with customers and end users, specifically working with enterprise technical staff Experience with at least two programming or scripting languages (JavaScript, VBScript, Ruby, Java, C/C++/C#, or similar) Experience with enterprise databases - such as PostgreSQL, Microsoft SQL Server, Oracle, and MySQL (If you have exp with one, one can work with the others fairly well) 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. Strong communication and people skills. Summary of Technical Set Required: ALM Tools: Must Have Skillset (Rating 4 out 5, where 5 is Mandatory expertise skill Any 2 Programming language exposure – C, C++, C#, Javascript, Java (Rating 2 out of 5, Nice to have) SQL Querying: 2 (Rating 2 out of 5, Nice to have ) enterprise databases - such as PostgreSQL, Microsoft SQL Server, Oracle, MySQL (Anyone is fine)Great Candidates Have: (looking for 5-8 years of experience) At least two years of experience with three or more of the following ALM toolsets Micro Focus ALM, IBM Rational Suite, Atlassian Jira, Microsoft Team Foundation Server, Salesforce, ServiceNow, or comparable industry solutions. Familiarity using or administering ALM tools for development or testing teams (e.g. HP QC, HP ALM, IBM RTC, Atlassian JIRA, Microsoft TFS, and/or other leading ALM tools) –Must Have Skillset (Rating 4 out 5, where 5 is Mandatory expertise skill Knowledge of software development methodologies (SDLC /WATERFALL / SCRUM ) An understanding of support processes and tools 3+ years of experience working directly with customers and end users, specifically working with enterprise technical staff Experience with at least two programming or scripting languages (JavaScript, VBScript, Ruby, Java, C/C++/C#, or similar) Experience with enterprise databases - such as PostgreSQL, Microsoft SQL Server, Oracle, and MySQL (If you have exp with one, one can work with the others fairly well) 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. Strong communication and people skills. Summary of Technical Set Required: ALM Tools: Must Have Skillset (Rating 4 out 5, where 5 is Mandatory expertise skill Any 2 Programming language exposure – C, C++, C#, Javascript, Java (Rating 2 out of 5, Nice to have) SQL Querying: 2 (Rating 2 out of 5, Nice to have ) enterprise databases - such as PostgreSQL, Microsoft SQL Server, Oracle, MySQL (Anyone is fine)Support our Tasktop products via email, phone, and web sessions with customers using standard support ticketing systems and tools Identify defects and feature requests based on information learned from customers Develop and lead client training sessions Lead the hands-on building of integration solutions leveraging best practice configuration capabilities and scripting using JavaScript for our integration solution Work with Customers to design solutions that best meet the customer’s requirements using your programming, configuration, troubleshooting, data, and reporting skills Support clients through the go-live process while promoting solution adoption Communicate project progress and expectations while escalating issues to customer and Tasktop stakeholders for awareness and resolution Participate in collaboration with other departments to address and resolve client issue Work closely with our deployment and sales partners to support our shared customers Critical competencies: Must be able to manage multiple projects utilizing strong planning and organizational skills Experience supporting software applications including Java, Tomcat, JavaScript, and Databases using common support ticket systems and tools 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/certification Outstanding verbal, written, and presentation skills with the ability to build effective customer relationships A driven self-starter, able to work independently