Product Technology Lead (Technical Support)

PTC Software (India) Private Limited; Pune District; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Retirement Savings Plan

Employee Stock Purchase Plan (ESPP)

Healthcare insurance

Birthday Day-off

Tuition Reimbursement

Holiday Pay

Employee Referral Program

Training & Self-Development

Job summary

PTC is seeking a Product Technology Lead to join our Core Software Operations and Support team. You will support Windchill-based PLM environments, troubleshoot issues, and deliver high-quality customer service across global clients.

The role involves handling multi-tier architectures, databases, OS platforms, and cloud/SaaS environments, with rotation to Europe or North America hours. A bachelor’s degree and 4–8 years in related support are required.

Qualifications

• 4–8 years of practical experience in related support services with technical and soft skills.
• Bachelor’s degree in computer science, information systems, statistics, mathematics or similar.
• Experience working with technically diverse teams.
• Strong verbal and written English communication; ability to adapt to diverse cultures.
• Other EU languages (German, French) a plus.

Responsibilities

• Provide technical support and advise customers and partners on implementation, customization, deployment and optimization of PLM applications (Windchill PDMLink, Windchill ProjectLink).
• Log issues and track status using Salesforce.
• Offer extended support activities (training, webinars, mentoring).
• Create and publish knowledge articles for customers, partners, and employees.
• Proactively own and tackle new challenges; identify product and training opportunities for the team.
• Contribute to ITIL-based service delivery and continuous quality improvement.
• Coordinate with Europe or North America hours as required.

Skills

Customer service

Communication skills

Customer support

Collaboration

Problem solving

Education

Bachelor’s degree in computer science or related field

Tools

Salesforce

Windchill certifications

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 – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Product Technology Lead

PTC® is looking for talented, enthusiastic, and career-minded individuals to join our Core Software Operations and Support (SO&S) team where you will have the opportunity to work with PTC’s Product Lifecycle Management (PLM) Product Line. As part of global SO&S team, you will provide support for PTC's Windchill® based PLM environments which can be either SaaS or hosted or on-premises. You will analyze and investigate technical issues to develop professional assistance and solutions that meet the highest quality standards. The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, reducing their support efforts, eliminating risks, and promoting best customer service experience.

What we offer to you? A challenging, dynamic environment where you will be dealing with our most prestigious clients. High motivation for stronger career path and self-development opportunities in an international company. Structured induction programs and primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program. Working in a multicultural and global team. Competitive salary and other benefits.

Day-to-Day Responsibilities

• Provide technical support and advice to customers and partners regarding implementation, customization, deployment, and optimization of our PLM applications (Windchill PDMLink®, Windchill ProjectLink® etc.).
• Utilize PTC’s case management tool i.e. Salesforce to log issues, track associated status and related activities.
• Use technical and industry‑specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.).
• Create and publish knowledge articles and related resources for PTC’s customers, partners and employees.
• Demonstrate willingness to be proactive as well as to independently own and take on new challenges.
• Identify and recommend product and support training opportunities for the team.
• Provision of our ITIL‑based services with the aim of continuous quality improvement (As part of ISO 9001:2015 Quality management practices).
• Primary working hours will be in Europe or North America hours as required.

Preferred Skills and Knowledge

Non-Technical

• A strong capacity and desire to develop personalized customer service with highly effective communication skills.
• The candidate is expected to understand and relate to customers’ needs while effectively managing customer expectations.
• A strong background in technical and customer support is desired.
• The ability to effectively manage multiple urgent issues in parallel.
• The confidence, communication, and interpersonal skills to manage and direct customers/partners and during urgent and/or critical situations.
• The desire to learn new skills, coach, mentor, and train peers throughout the organization.
• The ability to work with teammates in a collaborative manner to achieve a mission.
• Presentation skills to prepare and present to large or small groups on technical and functional topics.

Technical

• Strong experience on implementing or supporting Client-Server architecture or multi-tier applications including practical knowledge of core components such as Databases (for e.g. Oracle 19 or MS SQL Server), Operating Systems (for e.g. Windows 10/11, Windows Server 2016, 2019, 2022 or Linux OS i.e. Red Hat Enterprise Linux (RHEL) v8,9, Ubuntu Server 24 LTS, CentOS 7 etc.).
• Exposure and hands-on knowledge on cloud platforms or Software as a Service (SaaS) ecosystems such as Microsoft Azure, Amazon Web Services (AWS) or Google Cloud Platform (GCP) etc.
• Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases.
• Basics Object-Oriented programming background preferably in Java.
• An understanding of web and web services development including use of RESTful API’s, HTML and XML is preferred.
• Able to produce audience-appropriate technical communications with management, support personnel, and the customers.
• PTC Windchill Certifications:
• Windchill Business administration Associate/Professional, Windchill BOM Management Associate/Professional

Preferred Experience and Basic Qualifications

• Preferred Experience: 4-8 years’ experience with practical knowledge and experience in a related support services field that comprises of technical and soft skills.
• Basic Qualifications: Bachelor’s degree in computer science, Information Systems, Statistics, Mathematics, or similar fields.
• Experience working with technically diverse teams.
• Strong verbal and written communication skills for English is required including ability to adapt diverse cultural aspects.
• Other international languages such as German, French or other EU languages is a plus.

Benefits

• Retirement Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Healthcare insurance
• Birthday Day-off
• Tuition Reimbursement
• Holiday Pay
• Employee Referral Program
• Management, Employee Training, Self-Development
• Other region-specific benefits

"We stand at the frontier of a new age of innovation, where the industrial revolution is colliding head on with the digital revolution."

Neil Barua, CEO, PTC

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.

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.

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PTC is a global software company powering how products are designed, built, serviced, and operated across industries like Aerospace & Defense, Industrial, Automotive, MedTech, Electronics, and High Tech. We are bold thinkers who collaborate as one team to deliver meaningful customer outcomes. Grounded in our values-Customers Matter, PTC for All, Team PTC, Purposeful Innovation, and Be Bold, we’re shaping a smarter, more sustainable, connected future.