Senior 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.

Portland, ME

Overview:

As a member of our global support organization, you will be collaborating with support colleagues worldwide in providing world-class technical support to all clients. You will work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.

Responsibilities:

• You will analyze, tackle and solve multiple and complex users’ technical issues thanks to your multitasking, problem-solving and customer-oriented skills
• You will discuss complex product behaviors & features with customers thanks to your ability to work in a technical environment
• You will create and publish knowledge articles for re-use by customers and PTC employees.
• Meet or exceed the SLA’s, Case Quality and Customer Satisfaction (CSAT) score per the company standards.
• Serve as a product expert assisting in answering questions from customers
• Work cross-functionally with peers, developers, product owners, management,

Skills and Knowledge:

• Customer-oriented, customer-facing abilities, problem-solving, multitasking and organization skills Programming experience: Java/JavaScript or Web programming technologies (HTML5, CSS, PHP, etc.)
• Database knowledge: Oracle or MySQL, or other DB technologies (PostgreSQL RDBMS, ANSI SQL, InfluxDB, Cassandra, etc.)
• First IoT experience with ideally a good understanding of IoT infrastructure: cloud services (ideally with MS Azure), network communications, mobile equipment technology, REST API, understanding of IoT hardware devices, understanding of industrial PLCs and their respective network communication protocols
• Excellent written & oral communication skills in English (additional language skills are a plus but not mandatory)
• Broad range of troubleshooting skills related to enterprise business applications like application server setup, database management, performance tuning, data analysis, app server configuration, installation, and migration

Experience:

• 5-7 years of experience in providing technical product support solutions for customers
• Bachelor’s Degree in Information Technology or relevant work experience.
• Experience in Client / Server relationship is a plus. 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?

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