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.  

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Primary Responsibilities

• Take ownership of customer/partner issues and questions and ensure their resolution
• Log issues, questions, defects, and enhancement requests, and track associated statuses and related activities, with PTC’s case and SPR management tools
• Research, diagnose, troubleshoot, and identify solutions of customer/partner issues and questions related to installation, configuration, operation, and general best practices of PTC ALM solutions
• Demonstrate strong accountability to solve technical problems in complex technical environments
• Assist clients in managing complex IT environments, including maintenance and upgrades
• Escalate issues to testers and developers as needed, following escalation protocols
• Collaborate effectively with team members to provide technical solutions
• Ensure a positive customer experience and solicit feedback
• Professionally interact and nurture relationships with customers and cross-functional colleagues
• Positively represent him/herself to customers and team members.
• Create and enhance a customer-visible knowledge base for re-use by customers and PTC employees
• Demonstrate an innovative, proactive, and systematic approach to improve internal processes
• Train, mentor, as well as participate in continuous training programs
• Ready to assume responsibility for technical topics and local/global project initiatives as needed to evolve organization efficiency
• Demonstrate a willingness to be proactive and taking on new challenges and driving up independently

Requirements - Technical Skills

• 1+ years of experience in enterprise-level application development, configuration, maintenance, or service
• 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 is a plus

Requirements - Soft Skills

• Business writing and oral communication in English and German
• Strong customer loyalty in mind with passion and positive ‘Can do’ attitude
• Composure and effective communication in both verbal and written
• Strong time-management skill

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?