Technical Support Engineer

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 track or log tickets, defects, and enhancement requests for internal teams as well as related activities.
• Creating software configurations, duplicating issues and troubleshooting technical problems with PTC departments as well as with the customer.
• Create and maintain knowledge articles for customers and internal use, using KCS standards.
• Opportunities to train, mentor, as well as participate in training programs.
• Candidate must demonstrate a willingness to be proactive as well as to independently take on new challenges.

Requirements –Technical

• Experience diagnosing, troubleshooting or supporting Client-Server Applications, Relational Databases, Networking, or Operating System issues(mainly Windows OS).
• Demonstrated ability to solve analytical problems.
• Ability to investigate, document, and describe defects and customer use cases.
• Able to produce audience-appropriate technical communications with management, support personnel, and the customer.
• Escalating issues to testers and developers as needed, following escalation protocols
• IT Admin experience (System, Network, and/or database administration).
• Knowledge of Software Configuration Management/Application Lifecycle Management tools is a plus.
• An understanding of web and web services development including use of RESTful API’s, HTML and XML is a plus.
• Experience in relational Database technologies (Oracle, MS SQL Server, etc.)is a plus.
• OSLC technology know-how is a plus.

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.
• 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 ability to work with teammates in a collaborative manner to achieve a common goal.
• Demonstrating an innovative, proactive, and systematic approach to improving internal processes
• Demonstrated motivation to learn new skills and technologies.

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Statistics, Mathematics, or similar fields.
• 3-5 years hands-on experience in a related support, services, or software development field that utilized technical and soft skills.
• Experience working with technically diverse teams.
• Strong verbal and written communication skills.
• Customer Satisfaction focus, both internal and external, with strong relationship skills.