Technical Support Engineer, Associate

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.  

Associate Technical Support Engineer
 
The Support Services organization is responsible for providing a seamless PTC experience to achieve our customers’ desired outcomes and accelerate customers’ success to go further than they thought possible. Members of the Support Services organization combine strong product expertise with excellent customer technique to meet or exceed customer expectations in case handling. In this exciting role, you will be part of highly experienced and energetic Windchill PLM support team with an emphasis on collaboration and customer focus.
 
You will assume a combination of responsibilities working with our customers and the greater PTC Team to resolve software issues.

Primary Responsibilities:
•    Work with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues related to deployment, customization or operation of the integration of PTC’s products.
•    This role is focused on providing and documenting solutions or providing potential on-site assistance for complex customer issues, using a customer centered approach.  
•    The customer centered approach has two aspects: we make it very easy for the customer to reach us via their preferred channel (phone, email, desktop sharing, etc.)  and we all strive to find the best solution (defect fixes, workaround, alternative approaches) to deliver solutions along with a best-in-class customer experience
•    Collaborate with other offices worldwide to provide first class Support for mission-critical customers.

Requirements – Non-Technical:
•    A 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.
•    The ability to manage multiple urgent issues in parallel.
•    The confidence, communication and interpersonal skills to lead customers in urgent or critical situations.
•    The ability to work with teammates to achieve a mission.

Requirements –Technical:
•    Exposure to Java, SQL, and other modern programming languages.
•    Exposure to installing, configuring and administering Web-based applications, Relational Databases, Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS).
•    Can quickly adapt to new technologies
 

Criteria:
•    US Citizen
•    Must have or be able to obtain a Security level clearance
•    Occasional off-hours and weekend shifts required
•    Exposure to the implementation, support, consulting or development in enterprise business applications on Java and other web related technologies
•    Basic diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations
•    Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware)
•    Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible.

Experience Required:
Ideal candidates will have a Bachelor’s Degree in Computer Science, Information Systems, or Engineering with 0-2 years of work experience  

Location:
Required to be located in one of the main Technical Support Services offices (Boston Seaport District, Twin Cities)

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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?