Job Description

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 \xe2\x80\x93 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 cross-functionally 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 self-help; 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 mission-critical customer issues.
• Provide peer coaching/mentoring and deliver technical training when needed.

Requirements \xe2\x80\x93 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\xe2\x80\x99s shoes, and guide the customer\xe2\x80\x99s 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 cross-functionally to achieve a mission.

Requirements \xe2\x80\x93Technical:

• 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 Open-Source Technology (such as Apache Web-Server, 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 everyone\xe2\x80\x99s needs to resolve a given situation as quickly as possible.

Experience Required:

Ideal candidates will have a bachelor\xe2\x80\x99s 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 today\xe2\x80\x99s most cutting-edge technologies to transform the physical world. It\xe2\x80\x99s about showing up as you are and working alongside some of today\xe2\x80\x99s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you\xe2\x80\x99ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?