Senior Technical Support Engineer

October 25

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PTC

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Product Development Solutions • PLM - Product Lifecycle Management • CAD- Computer Aided Design • Internet of Things • Application Lifecycle Management

5001 - 10000

Description

• In Support Services you are responsible for providing an enhanced customer experience by managing the customer’s experience through the life cycle of customer cases until we achieve expected results. • Technical Support Engineers engage customers directly, leveraging product expertise and technical knowledge to triage, troubleshoot, and provide solutions for difficult and complexed customer issues. • You will work cross-functionally, advocating on the customers behalf to ensure a positive customer experience. • 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 cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions. • Assist with leading critical customer escalations, when needed. • Ensure continuous knowledge transferring and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards. • Take responsibility for continuous improvement and self-development by participating in training/workshops as required. • Manage assigned cases; utilizing Sales Force to monitor, document, and resolve customer issues. • Adhere to, Practice, and support ISO 9001 standards and best practices. • 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 mission-critical customer issues. • Provide peer coaching/mentoring and deliver technical training when needed.

Requirements

• Ideal candidates will have a bachelor’s degree in computer science, Information Systems, or Engineering; with 6+ years of work experience in a technical role. • High composure and confident - ability to handle enterprise clients, while navigating difficult customer situations • Ability to negotiate, provide alternatives, build consensus, and set proper expectations • Ability to self-manage and work with a high level of autonomy • Strong decision-making abilities • Strong written & verbal communication • Excellent Time-Management skills • Experience working with Content Management, Page Layout, and Publishing software • Experience working within Windows Operating Systems (Desktop and Servers) • Experience with Open-Source Technology, such as Apache Web-Server & Tomcat • General understanding of Web-based languages such as XML/XSL/HTML • General understanding of network protocols (FTP, TCP/IP, DNS) • General understanding of cloud platforms such as Azure, AWS, and cloud security protocols. • 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 implementations, customer service/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) • Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible.