Senior Technical Support Specialist - PTC Inc

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 7000 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.

Primary Responsibilities (consist of but not limited to the following) :

• Ensure customer success by owning customer issues advocating on their behalf to meet or exceed expectations.
• Develop and provides solutions and/or workarounds to resolve difficult/complexed technical issues.
• Work crossfunctionally with peers developers product owners management and other departments to develop and deliver successful customer solutions.
• Assist with technically leading critical customer escalations when needed.
• Ensure continuous knowledge transferring and customer selfhelp; by documenting developed solutions that are aligned with our KCS best practices and standards.
• Take responsibility for continuous improvement and development by participating in training/workshops as required.
• Manage assigned cases; utilizing Sales Force to track document monitor and communicate customer expectations issues status action items and deliverables.
• Practice and support our ISO 9001 processes and best practices as outlined in our Document Control System (DCS 2.0)
• Provide backline support by collaborating assisting and sharing knowledge with local and cross functional teams as needed
• Work with peers worldwide to provide first class support for missioncritical customer issues.
• Provide peer coaching/mentoring and deliver technical training when needed.

Requirements NonTechnical:

• 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 customers shoes and guide the customers 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 management and crossfunctionally to achieve a mission.

Requirements Technical:

• Experience in Page Layout Publishing and Content Management software
• Functional knowledge working with DITA ACL HTML Batch Processing and Stylesheets.
• Functional programming knowledge in Java/J2EE XSL/XSLT XML and C/C.
• Experience with developing configuring maintenance tuning and troubleshooting stored procedures and SQL on Oracle / SQL Server / DB2
• Strong knowledge working with MS Applications/OS (Desktop/Server) and Linux
• Experience with OpenSource Technology (such as Apache WebServer Apache Tomcat OpenDS).
• Strong understanding of Internet application technologies including HTML and XML
• Strong understanding of Internet and networking protocols TCP UDP DNS RPC DHCP BOOTP FTP and TFTP
• Knowledgeable of networking firewalls Web Server configurations Internet application architectures based upon Java technology and Internet security.
• Broad range of troubleshooting skills related to software functionality application server setup database management data analysis app server configuration performance tuning installation migration and upgrades

Criteria:

• The availability to work outside regular business hours and willingness to support weekend shifts when scheduled.
• Must have or be able to obtain a Security Level Clearance
• Exposure to implementation support consulting or development in enterprise business applications.
• Strong troubleshooting and 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 everyones needs to resolve a given situation as quickly as possible.

Experience Required:

Ideal candidates will have a bachelors degree in Computer Science Information Systems or Engineering with 5 years of work experience.

Location:

Remote (Candidate must have the ability to work from home)

Life at PTC is about more than working with todays most cuttingedge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.

If you share our passion for problemsolving through innovation youll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us