Senior 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.  

Sr. Technical Customer Support Engineer-ServiceMax -Remote

Preferred locations: Boston, MA-San Ramon, CA- Shoreview, MN

Role Summary:

• Deliver world class maintenance and support services to ServiceMax customers.  With your excellent technical and troubleshooting skills with mission critical SaaS applications, assist ServiceMax customers in using and resolving day-to-day product questions for the ServiceMax Field Service products.  Using your excellent communication, you will resolve customer issues in a high-quality manner, measured through customer satisfaction. The Technical Customer Support Engineer acts as the first point of contact for all ServiceMax Customers.  Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve, in a satisfactory manner. 

Job Responsibilities 

• Service customers by logging, replicating, troubleshooting and resolving technical support cases 
• Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by ServiceMax. 
• Primarily focus on resolving customer cases, developing knowledge as a result of case closure. 
• Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner. 
• Advocate / be the voice of the customer withing ServiceMax.  
• Manage the client relationship for ServiceMax and support new business development activities. 
• Engage with customers to reactively and proactively, address requests for service 
• Assisting your team members in the on time closure of any outstanding customer cases as needed. 
• Continuous management and upkeep of Customer. 
• Meet or exceed the SLA’s, Case Quality and Customer Satisfaction (CSAT) score per the company standards. 
• Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities. 
• Assess the business impact of customer issue raised and update the stakeholders about such impact. 
• Create Knowledge articles and peer review of articles for resolved customer issues. 

Skills/Experience – Required 

• 5-7 years of experience in providing technical product support solutions for customers 
• 5-7 years of Information Technology experience. 
• Demonstrated proficiency configuring or administering a Salesforce environment. 
• Salesforce Administration certification ADM201 or ADX201. 
• Strong communication skills, both written and verbal 
• Strong client interfacing skills 
• Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred) or SOQL. 
• Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript. 
• 2+ years of experience Coding, testing and debugging applications programs. 
• 2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile 
• 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. 
• Ability to work independently and be a self-starter 
• Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment 
• Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences 

Skills/Experience - Desirable 

• Ability to commute to office either in Seaport Boston MA, Shoreview Minnesota or San Ramon, CA 2 days a week.
• Bachelor’s degree in information technology or relevant work experience. 
• Experience with cloud delivery platforms, with AWS experience a plus 
• 3 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. 
• ServiceMax product experience is a plus, but not mandatory 

PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is $72,000- 100,000. 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.  

Applications will be accepted on an on-going basis.   

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.

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 [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

 

 

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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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