Technical Support Specialist

Technical Support Engineer

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

In Support Services you are responsible for providing an enhanced customer experience by managing the customer's experience through the life cycle of customer cases until we achieve expected results. Technical Support Engineers engage customers directly, leveraging product expertise and technical knowledge to triage, troubleshoot, and provide solutions for difficult and complex customer issues.

In this role, you will be a trusted technical advisor to our customers and management. You will be working with a highly skilled and experienced Servigistics Technical Support team who are the voice of our customers. You will work cross-functionally; advocating on the customers behalf to ensure a positive customer experience.

Primary Responsibilities (consist of, but are not limited to the following):

• Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations
• Provide solutions and/or workarounds to resolve medium/difficult technical issues
• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions
• Ensure continuous knowledge transfer and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards
• Take responsibility for continuous improvement and development by participating in training/workshops as required
• Manage assigned cases; utilizing Salesforce to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables
• Practice and support our ISO 9000 processes
• Work with peers worldwide to provide first class support for mission-critical customer issue.
• Address enterprise down situations with utmost priority to ensure high availability of Application services provided to customers as per the defined SLA.

Requirements – Non-Technical:

• Strong capacity and desire to develop customer service and communication skills. The candidate will be expected to understand a customer needs, put themselves in the customer's shoes, and guide the customer's expectations. We ask our engineers to be the voice of the customer back to the company.
• Ability to manage multiple urgent issues in parallel
• Confidence, communication, and good interpersonal skills.
• Ability to work with team members, management, and cross-functionally to achieve a mission.

Requirements –Technical:

• Experience with SQL for Oracle and SQL Server databases
• Working knowledge of ETL tools like Informatica / Kettle/IICS to help resolve issues with the nightly batch jobs.
• Experience with Open-Source Technology (such as Apache Web-Server, Apache Tomcat)
• Understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security
• Broad range of troubleshooting skills related to software functionality, database management, data analysis and performance tuning.
• Preferred experience in implementation or support of enterprise business applications on Java technology

Criteria:

• Available to work 24x7 and willingness to support weekend shifts when scheduled

Experience and Education :

• Ideal candidates will have a bachelor's degree in Computer Science, Information Systems, or Engineering.

Life at PTC is about more than working with today's most cutting-edge technologies to transform the physical world. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?