Senior Technical Support Engineer

Our world is transforming and PTC is leading the 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 7000 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.

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 SLAs 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

• 5-7years of experience in providing technical product support solutions for customers
• 5-7years of Information Technology experience.
• Demonstratedproficiencyconfiguring or administering a Salesforce environment.
• Salesforce Administration certification ADM201 or ADX201.
• Strong communicationskills 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 HTMLJavaand JavaScript.
• 2 years of experienceCodingtestingand debuggingapplications programs.
• 2 years of experience supporting mobile applicationsinterfacing withSaaS applications including experience with iOSAndroidand 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 coverextended 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.
• Bachelors degree in information technologyor relevant work experience.
• Experience with cloud delivery platforms with AWS experience a plus
• 3or more years of exposure to Field Service domain or experience supporting/implementing Field Serviceapplicationsandor the equivalent number of years supporting/implementing FS applications.
• ServiceMax product experience is a plus but not mandatory

PTC carefully considers a wide varietyof factors when determining compensation. The anticipated annual salary range for this position is $72000- 100000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidates 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 PTCs comprehensive benefits please visit our Careers Page.

Applications will be accepted on an on-going basis.

Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation youll 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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