Associate Technical Support Specialist
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What you'll do
- 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.
What they're looking for
- 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.
- 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.
- 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.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
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.
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 nstalling, 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.
PTC carefully considers a wide variety of factors when determining 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. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for 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 and, if you are an office-assigned employee, a generous commuter subsidy. 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.
PTC recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled.
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.
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?
We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."
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.
For more information about PTC’s comprehensive benefits and our AI usage, please visit our Careers Page (https://www.ptc.com/en/careers/united-states-careers). Applications will be accepted on an on-going 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 TalentAcquisition@ptc.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
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?
We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."
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