Technical Support Engineer, Associate

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. Technical Support EngineerPTC is looking for talented, enthusiastic, and career-minded individuals to join our Internet of Things (IoT) Support Services team where you will have the opportunity to work with leading automation technology across a range of industries, including Manufacturing, Discrete, Medical Device, Agriculture, and Energy. You will be responsible for delivery of Product, Application and Development Support to our customers and partners while working alongside a highly talented and collaborative team. As a Technical Support Engineer, you''ll work with a variety of people and technologies, ranging from first-time users to computer technicians to CIOs that are using everything from serial cables to cloud systems. Your mission is to function as an expert technical resource for our global customer base and business partners. You must be self-motivated, self-confident, and able to build productive working relationships with people from all walks of life. You must thrive in a fast-paced environment where learning new products and new technical concepts are part of your daily routine. You must be an excellent communicator with a knack for explaining complex topics in terms that anyone can understand. You must enjoy problem-solving and troubleshooting, and you must have the analytical skill and attention to detail to back it up.Primary Responsibilities:Work with End Users, System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues and address questions related to installation, configuration, development environment, operation, and general best practices on their use of Kepware and/or ThingWorxDelivery of support service on various channels, including remote PC access, email, web, and phoneUse of case management tool to log and track issue status and related activitiesCreate and publish knowledge articles for re-use by customers and PTC employeesOpportunities to train, mentor, and participate in continual training and personal improvement will arise as the candidate develops their skillsCandidate must be willing to take on new challengesRequirements - Non TechnicalA strong capacity and desire to develop customer service and communication skills The candidate will be expected to understand a customer needs, put themselves in the customer''s shoes, and guide the customer''s expectationsWe ask our engineers to be the voice of the customer back to the company and experience in working with customers is desiredThe ability to manage multiple urgent issues in parallelThe confidence, communication and interpersonal skills to lead customers in urgent or critical situationsThe desire to learn new soft and technology skills and the desire to coach, mentor and train peers throughout the organizationThe ability to work with team mates in a collaborative manner to achieve a missionPresentation skills to prepare and present to large and small groups on technical and functional topicsUnderstands the concept of online communities and self service support Requirements -TechnicalExperience installing, configuring and administering Web-based applications, Relational Databases, and Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS, JBoss)Programming experience in at least one language C, .Net, JavaUse of development tools such as Eclipse, Visual Studio, Gradle and GitWorking knowledge of ANSI SQL and HTML/CSSAn understanding of web/network communications, servers, mobile equipment and securityAn understanding of machine communication protocols and web services development including use of a REST APIKnowledge of storage networking/cloud computingAble to produce audience-appropriate technical communications with management, support personnel, and the customerPreferred Qualifications:Experience in implementation, support, consulting or development in enterprise business applications on Java and other web related technologiesExperience in developing applications in Java or other object oriented programming languageExceptional diagnostic ability and skilled in using industry standard tools and techniques monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectationsExtensive experience with aspects of enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware, device configuration and communication, Web application security)Experience working with hardware sensors, devices, machines, or industrial PLC''s and their respective network communication protocolsThe ability to analyze details and synthesize the ''big picture'' from incomplete or ambiguous dataAbility to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialistsAble to develop a coherent plan of action that meets everyone''s needs to resolve a given situation as quickly as possibleAble to revise actions plans as new data is obtainedExperience providing support or customer service through a community or another social-based channelsPreferred Experience: Experience in Microsoft Windows operating systemsExperience with databases and basic networkingExperience working with technically diverse teamsStrong verbal and written communication skillsCustomer Satisfaction focus, both internal and external, with strong relationship skillsBasic Qualifications:Bachelor''s degree in Computer Science, Information Systems, or similar fields1-3 years'' hands on experience in a related support, services, or software development field that utilized technical and soft skillsFluent in English This position requires you to be fully vaccinated for COVID-19 prior to your start date. If you are unable to be vaccinated due to medical, pregnancy or religious reasons or for other reasons that applicable state law requires employers to accommodate, we offer accommodations in accordance with applicable federal, state and local laws, including state and local mandatory vaccination orders.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 and Affirmative Action 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 identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.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?

Created: 2025-10-04