Incident Management Specialist

PTC; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a talented PLM Technical Support Engineer & Cloud Support Analyst to join their dynamic team. In this role, you will leverage your technical expertise and customer handling skills to provide exceptional support for PTC's Windchill-based PLM environments. You will engage directly with customers, ensuring their success by delivering timely solutions and collaborating with cross-functional teams. This is an exciting opportunity to be part of a global team dedicated to innovation and excellence, where your contributions will directly impact the customer experience. If you are passionate about problem-solving and eager to grow your career, this position is perfect for you.

Qualifications

• 2-4 years of experience in technical support or related field.
• Strong understanding of SQL and enterprise business applications.

Responsibilities

• Provide timely solutions and workarounds to ensure customer success.
• Collaborate cross-functionally to develop successful customer solutions.

Skills

Customer Handling Skills

Communication Skills

Troubleshooting Skills

Proactive Problem Solving

Time Management

Education

Bachelor's Degree in Computer Science

Experience in PLM Industry

Business Japanese Skill

Tools

Salesforce

SNOW

PagerDuty

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.

PLM Technical Support Engineer & Cloud Support Analyst

In Support Services, Technical Support Engineers are responsible for providing an enhanced customer experience until expected results are achieved. You engage customers directly, leveraging deep technical knowledge and strong customer handling skills to provide solutions and ensure a high level of customer satisfaction.

Technical Support Engineers serve as a reference for management and colleagues. You apply advanced competencies and proactive willingness when performing various day-to-day tasks as well as when facing challenges such as customer escalated cases.

You will be working with a highly skilled and experienced Technical Support team. You will collaborate cross-functionally, advocating on the customers' behalf to ensure a positive customer experience.

We are 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 the global SO&S team, you will provide support for PTC's Windchill based PLM environments which can be either SaaS, hosted, or on-premises. Your responsibility will be to 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 will provide high-quality support services to our customers and partners, reducing their support efforts, eliminating risks, and promoting the best customer service experience.

Responsibilities:

PLM Senior Technical Support Engineer

• Ensure customer success by providing solutions and/or workarounds in a timely manner.
• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions.
• Ensure continuous knowledge transfer for customers and PTC employees by creating and improving knowledgebase articles that are aligned with our KCS best practices and standards.
• Take responsibility for continuous improvement and development by participating in training/workshops as required.
• Deliver Success Management services like weekend support, dedicated engineer, and so on.

Responsibilities as Cloud Support Analyst

• Provide Cloud Incident support and advice to customers and partners regarding our hosted PLM applications (Windchill PDMLink, Windchill ProjectLink, etc.). Utilize PTC’s case management tool i.e., Salesforce, SNOW, PagerDuty to log issues, track associated status and related activities.
• Be responsible for the smooth operation of Cloud hosted solutions and execute resolutions to incidents reported by the customer or received through internal monitoring.
• Restore normal operations to PTC hosted and SaaS clients as quickly as possible in the event of a critical incident.
• Use your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring, etc.).
• Demonstrate willingness to be proactive as well as to independently own and take on new challenges.
• Identify and recommend Cloud and support training opportunities for the team.

Requirements – Non-Technical:

• Confidence, communication, and interpersonal skills to lead customers, both verbal and written.
• Ability to manage multiple urgent issues in parallel.
• Ability to work with team members, management, and cross-functionally to achieve a mission.
• Willingness to be proactive and take on new challenges.

Requirements – Technical:

• Experience with SQL for Oracle and SQL Server databases.
• Understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology, and Internet security.
• Broad range of troubleshooting skills related to enterprise business applications like application server setup, database management, performance tuning, data analysis, app server configuration, installation, migration, etc.
• Experience in implementation or support of enterprise business applications on Java technology or other like .Net technology.

Criteria:

• 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).
• Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible.

Experience and Education:

• Business Japanese Skill and Above.
• Working Experience in Japan. Understand Japanese Business culture and Japanese Customers.
• Ideal candidates will have a bachelor’s degree in Computer Science, Information Systems, or Engineering with 2-4 years of work experience.
• Good English skill; fluent English is preferred.
• Experience in PLM industry is preferred.

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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