Associate Product Analyst (Technical Support - CAD)

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.  

About PTC (NASDAQ: PTC)

PTC unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.

Technical Support (CAD)

PTC® is looking for talented, enthusiastic, and career-minded individuals to join our Core Software Operations and Support (SO&S) team where you will have the opportunity to work with PTC’s Computer Aided Design (CAD) Product Line.  Within a global team, you will provide support for PTC's Creo® based CAD systems which can be either SaaS or on-premises. You will analyze and investigate technical issues, and to develop professional assistance and solutions that meet the highest quality standards. The goal is to meet the high demands of our end customers who use PTC’s CAD & PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, reducing their support efforts, eliminating risks, and promoting good customer service experience.

What we offer to you?

• A challenging, dynamic environment where you will be dealing with our most prestigious clients
• High motivation for stronger career path and self-development opportunities in an international company
• Structured induction programs and primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program for a short span
• Working in a multicultural and global team
• Competitive salary and other benefits

Day-To-Day:

Provide technical support and advice to customers and partners regarding CAD Software’s. Customization, deployment, and optimization of our CAD applications. Utilize PTC’s case management tool i.e. Salesforce to log issues, track associated status and related activities.  The goal is to meet the high demands of our end customers who use PTC’s CAD solutions in a mission-critical environment. To do so, you provide high-quality support service to our customers and partners, minimizing their efforts, eliminating risks, and with best support experience. Use of your technical and industry-specific IT or CAD software knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.) Create and publish knowledge articles for re-use by PTC customers, partners and employees. Candidate must demonstrate a willingness to be proactive as well as to independently take on new challenges. Identify and recommend product and support training opportunities for the team. Provision of our ITIL-based services with the aim of continuous quality improvement (ISO 9001:2015) Primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program for a short span

Preferred Skills and Knowledge:

Requirements Non-Technical:

A strong capacity and desire to develop personalized customer service and communication skills. The candidate is expected to understand and relate to customers’ needs while effectively managing customer expectations.  A strong background in technical and customer support is desired. The ability to effectively manage multiple urgent issues in parallel. The confidence, communication, and interpersonal skills to manage and direct customers during urgent and/or critical situations. The desire to learn new skills, coach, mentor, and train peers throughout the organization. The ability to work with teammates in a collaborative manner to achieve a mission. Presentation skills to prepare and present to large or small groups on technical and functional topics.

Requirements Technical:

Strong experience on implementing or supporting Client-Server architecture or Multi-tier applications including practical knowledge of core components such as Databases, Networking and Operating Systems. Exposure to functional or hands on knowledge on cloud platforms such Microsoft Azure, Amazon Web Services (AWS) or Google Cloud Platform (GCP) etc. Knowledge of CAD data management tools like PTC Creo®, Pro/Engineer®, Solidworks®, Catia®, NX®, Autodesk® and/or related standards Demonstrated ability to solve analytical problems by maintaining effective and precise investigation, documentation for issues, defects, and customer use cases. Object-Oriented programming background preferably in Java or C/C++ An understanding of web and web services development including use of RESTful API’s, HTML and XML is preferred. Able to produce audience-appropriate technical communications with management, support personnel, and the customers.

Preferred Experience:

0-1 years’ hands on experience or practical knowledge in a related support, services, or software development field that comprises of technical and soft skills.

Basic Qualifications:

Bachelor’s degree in mechanical, Computer Science or Information Systems, Statistics, Mathematics, or similar fields. Experience working with technically diverse teams. Strong verbal and written communication skills for English is required, however, other international languages such as German, French or other EU languages is a plus

Why PTC

When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle. Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC.

We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team.

We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-being, and your career.  PTC benefits are among the most competitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including:

• Retirement Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Health insurance
• Birthday Day-off / Maternity / Paternity Off’s
• Tuition Reimbursement
• Holiday Pay
• Employee Referral Program
• Self-Development, Employee Training,
• Other region-specific benefits

"We stand at the frontier of a new age of innovation, where the industrial revolution is colliding head on with the digital revolution." Neil Barua, CEO, PTC

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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?

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