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Senior Technical Support Engineer

Company: PTC Inc.
Location: Boston, MA
Posted on: November 12, 2019

Job Description:

Provides frontline and backline support by troubleshooting and resolving customers technical support issues, including

analysis, design, development, quality control, and deployment activities related to products and customizations.

Gathers detailed requirements for system enhancement requests. Provides estimates and monitors progress of

development and deployment activities. Creates Software Performance Reports (SPRs) and works with Development to

ensure timely SPR resolutions. Escalates critical customer issues to Engineering and Product Development

departments. Ensures continuous knowledge transfer and customer self-help by documenting developed solutions

aligned with best practices and standards. Assists in managing the workload of Technical Support group members

and provides technical and procedural direction. Develops relationships with technical leaders within the Global

Services Organization and R&D Teams, promotes solutions to common technical challenges, shares training and

documentation to leverage strengths across groups, and strategizes with R&D for escalated issue resolution.

Participates in cross-functional team initiatives and liaises with Technical Support and Quality Assurance, Development,

and Product Management. Follows all critical TS ISO 9001 processes and best practices and provides

standard/backline after hours and on-call support. Provides coaching and mentoring and delivers technical training.

Education & Experience Requirements: Master's degree in Computer Science, Electrical Engineering, Mechanical

Engineering, Physics, or Mathematics or related field (willing to accept foreign education equivalent) plus 1 year of

experience providing technical support for Java web-based enterprise applications. Or, alternatively, a Bachelors

degree in Computer Science, Electrical Engineering, Mechanical Engineering, Physics, or Mathematics (willing to

accept foreign education equivalent) and 3 years of experience providing technical support for Java web-based

enterprise applications.

Must also possess the following: (1) 1 year implementing, supporting, consulting, and developing enterprise business

applications leveraging Java and other web-related technologies, including HTML and XML; (2) 1 year working with

diagnostic utilities and leveraging enterprise application suites, including networks, database configuration, server

configuration, Web Server optimization, load balancing hardware, and SQL tuning to troubleshoot complex customer

issues; (3) 1 year providing enterprise support capability (including resolving critical enterprise issues, working with

several customers concurrently, and communicating with stakeholders within technical projects) to external customers;

and, (4) 2 years providing support for Windchill products.

Send resume to resumes@ptc.com and include the job title and Job Code GCUC in the subject line.

Keywords: PTC Inc., Arlington , Senior Technical Support Engineer , Computer , Boston, MA, Massachusetts

Click here to apply!

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