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.  

Title: Senior Technical Support Engineer

Location: Boston, MA office (Hybrid: 3x/week)

About the Role: Join our dynamic Windchill PLM support team, where collaboration and customer focus are at the heart of everything we do. You will work closely with our customers and the PTC product development team to resolve software issues, ensuring a seamless and positive experience.

About PTC Support Services: Our organization is dedicated to providing an exceptional customer experience, helping customers achieve their goals and exceed their expectations. We combine strong product expertise with excellent customer service techniques to deliver outstanding results.

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 offering potential on-site assistance for complex customer issues, using a customer-centered approach.
• The customer-centered approach has two aspects: we make it easy for the customer to reach us via their preferred channel (phone, email, WebEx, etc.), and we strive to find the best solution—whether that’s a defect fix, workaround, or alternative approach—while delivering a best-in-class customer experience.
• Collaborate with other offices worldwide to provide first-class support for mission-critical customers.
• Take a leadership role in internal and external projects that support our customers’ success.
• As the candidate develops their skills, opportunities will arise to train, mentor, and participate in continual learning and personal development. The candidate must be willing to take on new challenges.

Requirements – Non-Technical:

• A strong capacity and desire to develop customer service and communication skills. The candidate will be expected to understand customer needs, put themselves in the customer’s shoes, and guide expectations accordingly. Our engineers are expected to be the voice of the customer back to the company.
• Ability to manage multiple urgent issues in parallel.
• Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
• Desire to learn new soft and technical skills, and to coach, mentor, and train peers across the organization.
• Ability to work collaboratively with teammates to achieve shared goals.
• Presentation skills to prepare and deliver content to both small and large groups on technical and functional topics.
• Leadership skills to drive technical and service initiatives.

Requirements – Technical:

• Experience in Java, SQL, and other modern programming languages.
• Experience or exposure to installing, configuring, and administering web-based applications, relational databases, and open-source projects (e.g., Apache Web Server, Apache Tomcat, OpenDS).
• Ability to produce audience-appropriate technical communications for executives, support personnel, and customers.
• Ability to quickly adapt to new technologies.
• Experience in implementation, support, consulting, or development in enterprise business applications built on Java and other web-related technologies.
• Exceptional diagnostic ability and proficiency with industry-standard tools and techniques for monitoring, tuning, and optimizing complex applications to meet customer expectations.
• Extensive experience with enterprise application environments, including networks, database configuration, server setup, web server optimization, and load balancing hardware.
• Ability to analyze detailed technical data and synthesize the “big picture” from incomplete or ambiguous information.