Associate Technical Support Specialist

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.

PTC is looking for talented, enthusiastic, and career-minded individuals to join our Core Support Delivery team where you will have the opportunity to work with PTC’s Application Lifecycle Management (ALM) Product Line.

You will be responsible for the delivery of superior quality support services to our customers and partners while working alongside a highly talented and collaborative global team.

Primary Responsibilities

• Provide Customer Support for external customers to diagnose reported issues on PTC software and address questions related to guidance and general best practices.
• Utilize PTC’s case management tool to log issues and track associated statuses and related activities.
• Create and publish knowledge articles for reuse by PTC customers and employees.
• Opportunities to train, mentor, as well as participate in continuous training programs.
• 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 support team.

Requirements – non-technical

• A strong capacity and desire to develop personal customer service and communication skills. The candidate is expected to understand and relate to customer needs while effectively managing customer expectations. A strong background in 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 or critical situations.
• The desire to learn new skills and the desire to 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 and small groups on technical and functional topics.
• Demonstrated motivation to learn new skills and technologies.

Requirements –Technical

• Experience in relational Database technologies (Oracle, MS SQL Server, etc.).
• Experience implementing or supporting Client-Server Applications, Relational Databases, Networking, or Operating System issues.
• Familiarity with UNIX and Windows Operating Systems.
• Demonstrated ability to solve analytical problems.
• Creating software configurations, duplicating issues and troubleshooting technical problems with PTC departments as well with the customer.
• Ability to investigate, troubleshoot, document, and describe defects and customer use cases.
• Object-Oriented Programming background using Java and/or other software programming languages is a plus.
• 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 customer.
• Knowledge of Software Configuration Management/Application Lifecycle Management tools.
• It Admin experience (System, Network, and/or database administration).
• OSLC technology know-how is a plus.
• Knowledge of SysML, UML, Model Based systems engineering is a plus

Basic Qualifications

• Bachelor’s degree in computer science, Information Systems, Statistics, Mathematics, or similar fields.
• 1-3 years’ hands on experience in a related support, services, or software development field that utilized technical and soft skills.
• Object oriented programming background using Java and/or any other Programming Language.
• Experience working with technically diverse teams.
• Strong verbal and written communication skills.
• Customer Satisfaction focus, both internal and external, with strong relationship skills.

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?

We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."