Business Title
Technical Support Engineer, Associate

PTC Org
CSS - Customer Success

Country-City
USA-Boston

Job Description for Advertising Purposes
Associate Technical Support Engineer

The Support Services organization is responsible for providing a seamless PTC experience to achieve our customers' desired outcomes and accelerate customers' success to go further than they thought possible. Members of the Support Services organization combine strong product expertise with excellent customer technique to meet or exceed customer expectations in case handling. In this exciting role, you will be part of highly experienced and energetic Windchill PLM support team with an emphasis on collaboration and customer focus.

You will assume a combination of responsibilities working with our customers and the greater PTC Team to resolve software issues.

Primary Responsibilities:
* Work with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues related to deployment, customization or operation of the integration of PTC's products.

- This role is focused on providing and documenting solutions or providing potential on-site assistance for complex customer issues, using a customer centered approach.
- The customer centered approach has two aspects: we make it very easy for the customer to reach us via their preferred channel (phone, email, WebEx, etc.) and we all strive to find the best solution (defect fixes, workaround, alternative approaches) to deliver solutions along with a best-in-class customer experience
- Collaborate with other offices worldwide to provide first class Support for mission-critical customers.Requirements - Non-Technical:
* 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 customer's shoes, and guide the customer's 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 to achieve a mission.

Requirements -Technical:
* Exposure to Java, SQL, and other modern programming languages.
* Exposure to installing, configuring and administering Web-based applications, Relational Databases, Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS).
* Can quickly adapt to new technologies

Criteria:
* US Citizen
* Bachelor's degree in Computer Science, Information Systems, or Engineering
* 0 -2 years of experience
* Exposure to the implementation, support, consulting or development in enterprise business applications on Java and other web related technologies.
* Basic 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 everyone's needs to resolve a given situation as quickly as possible.

Job Req Number
34256BR

Job Type
Regular Full-Time

Region
The Americas

Job Category
Technical Support

Subregion
North America

PTC Company Description
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.

Why Join Us and Benefits Summary
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 with Company Match * Employee Stock Purchase Plan (ESPP) * Healthcare and Dental insurance * Paid Time Off and Sick Time * Birthday Day-off * Tuition Reimbursement (Canada, India, Israel, US) * Holiday Pay * Employee Referral Program * Management and Employee Training Development * Other Regional-specific Benefits 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.

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