Senior Principal Technical Support Specialist

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.  

Senior Critical Customer Support Engineer

Role Summary:

As a Senior member of our CCS team, you will handle Tier 3 Support level customer issues. A strong ability to troubleshoot, root cause and resolved complex product and code level issues will be required for success.  Your strong communication skills will be used, to communicate complex technical issues in a manner that our customers can understand and take the actions to resolve issues reported.  The CCS role is a customer facing role and will require regular customer interaction.  You must have a proven experience and a passion in mentoring and coaching our Technical Support engineers, to improve and fine tune their troubleshooting and case resolution skills.  You will be responsible for building Subject Matter Experts in our Customer Support team, achieved through development of knowledge, internal content and hands on training of our staff.  Experience with mission critical software applications is required, and a willingness to use your technical competence to engage on Priority one customer issues across all time zones is required.  As a technical expert within our support team, you will ensure the delivery of world class maintenance and support services to ServiceMax Customers.  You will assist with the resolution of complex customer issues in a high quality manner, measured through customer satisfaction.

Job Responsibilities

• Working closely with the Technical Support Engineers, assist in the troubleshooting and root cause of customer issues
• Leveraging your technical competence, you will mentor, coach and train our technical support staff, on the improving their skills, allowing faster case resolution through building highly competent technical support engineers
• In the event of a Customer Priority one issue, you will work cross functionally with Support and Engineering to quickly reproduce, root cause and determine a resolution for ALL Priority one issues.  This may require extended work hours in the event of a customer system outage
• Identify, track and communicate systemic issues in our product, and work with engineering and product management to align on the resolution, and next steps required, to continually improve the experience and value our customers achieve with the ServiceMax products
• Advocate with engineering and product, on behalf of Customer Support, Services and our customers, product changes, tools, automation, system checkers etc… to improve the experience and success of the ServiceMax products
• Participate in the development and testing of product solutions necessary to solve customer issues
• Analyze and Debug managed package/applications in SFDC
• Understand Product Features (both GA and RA) in a manner than you can train technical support on how to use and support the features, in addition to the ability to communicate to customers the business value.
• Troubleshooting any production critical issue
• Willingness to travel to customer locations worldwide on an as-needed basis
• Work with Product management team as SME (Subject Matter Expert)
• Interacting with Product and Engineering (Architects and Development) teams to understand the new developments and providing inputs for product enhancements

Skills/Experience – Required

• Bachelor's Degree in CS or EE or related field or equivalent experience
• 7 years hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)
• 7 years hands-on experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript
• 7 years of experience Coding, testing and debugging applications programs.
• 7 + years Information Technology experience, with at least 3+ years in SFDC
• 5+ years Development experience with any other language like Java or iOS will be an advantage
• 7 years of experience in providing technical product support solutions for customers
• 7 years of experience of providing support solutions for customers
• 7 years of Information Technology experience.
• 7+ years of Salesforce work experience is mandatory.
• 7+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile
• Salesforce Administration certification ADM201, ADX201 and SF Service Cloud and / or SF Field Service & App Developer certification
• 5 years hands on skills in Force.Com basic constructs such as, Objects, Custom objects, Workflow etc.,VF Pages, Managed packages
• Exposure to SFDC cloud computing platform
• 7+ or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications  and or the equivalent number of years supporting/implementing FS applications Working knowledge in APEX and VF Page
• 5 years of experience with mentor, coach and training technical teams on the use and administration of products either in a support function or in an end user solution consulting role.
• Strong troubleshooting skills
• Excellent communication skills, both written and verbal
• Expertise in writing knowledge articles, technical documentation and training guides for technical support and or end users/customers
• Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
• Must be able to work in a remote environment.
• Ability to adjust your work schedule to cover extended hours and weekends.
• Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences
• Monitor key industry technology shifts in mobile, cloud, security, operating systems, programming languages etc.  Develop content for the different support and services personas to prepare them for the shift so they are capable of handling the new technology

Skills/Experience - Desirable

• ServiceMax product experience including SVMX101 and 201 certifications
• Experience with cloud delivery platforms, with AWS experience

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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