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.

Senior Technical Support Engineer

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.

In this technical role, you will be a trusted technical advisor to our customers and management. Working with a highly skilled and experienced Arbortext Technical Support team. Arbortext Technical Support Engineers are the voice of our customers. You will work cross-functionally, advocating on the customers behalf to ensure a positive customer experience.

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 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.

Preferred Experience:

• 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.

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 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.

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

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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