Associate Technical Support Specialist

PTC Inc; Boston (MA); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) contributions

Job summary

PTC Inc in Boston, MA is seeking a Windchill PLM Support professional to diagnose and resolve software issues, collaborating with customers and product teams to ensure a positive experience.

The role requires collaboration with global offices and a willingness to work off-hours as needed. Candidates should have a Bachelor's degree and 0–2 years of experience, with a path toward security clearance.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or Engineering; 0–2 years experience.
• US Citizenship or Permanent Residency and ability to obtain a Security level clearance.

Responsibilities

• Collaborate with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose and resolve software issues related to deployment, customization, or operation of PTC's products.
• Document solutions and provide on-site assistance for complex customer issues, using a customer-centric approach.
• Ensure easy access for customers via their preferred channels (phone, email, desktop sharing, etc.) and strive to find the best solutions (defect fixes, workarounds, alternative approaches).
• Work with global offices to provide first-class support for mission-critical customers.

Skills

Java

SQL

Web applications

Diagnostics

Enterprise apps

Server configuration

OpenDS

Apache Tomcat

Education

Bachelor's Degree in CS/IS/Engineering

Tools

Apache Tomcat

OpenDS

Job description

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

• Collaborate with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose and resolve software issues related to deployment, customization, or operation of PTC's products.
• Document solutions and provide on-site assistance for complex customer issues, using a customer-centric approach.
• Ensure easy access for customers via their preferred channels (phone, email, desktop sharing, etc.) and strive to find the best solutions (defect fixes, workarounds, alternative approaches).
• Work with global offices to provide first-class support for mission-critical customers.

Non-Technical Requirements

• Strong desire to develop customer service and communication skills.
• Ability to understand customer needs, exercise empathy, and guide customer expectations.
• Manage multiple urgent issues simultaneously.
• Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
• Team-oriented mindset to achieve shared goals.
• Availability to work off-hours and weekend shifts.

Technical Requirements

• Familiarity with Java, SQL, and other modern programming languages.
• 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 quickly adapt to new technologies.
• Exposure to enterprise business applications on Java and other web-related technologies.
• Basic diagnostic skills to optimize complex applications to meet customer expectations.
• Familiarity with enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware).
• Ability to develop a coherent plan of action to resolve issues quickly and effectively.

Basic Requirements

• Bachelor's Degree in Computer Science, Information Systems, or Engineering with 0-2 years of work experience.
• US Citizenship or Permanent Residency and ability to obtain a Security level clearance.

Compensation

The anticipated annual salary range for this position is between $55,000 - $65,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus.

Benefits

• Medical, dental and vision insurance
• Paid time off and sick leave
• Tuition reimbursement
• 401(k) contributions and employer match
• Flexible spending accounts
• Life insurance
• Disability coverage
• A generous commuter subsidy (office-assigned employees only)
• Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP). Certain roles may also be eligible for participation in our equity programs.
• All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions. For more information about PTC's comprehensive benefits, please visit our Careers Page.

Diversity & Inclusion

• At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work.
• Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Legal and Eligibility

This position is not eligible for employment-based immigration sponsorship. Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.

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.

Applications will be accepted on an ongoing basis until the opportunity is filled. PTC endeavors to make ptc.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact PTC's Talent Acquisition team at [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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