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., East Providence , Senior Technical Support Engineer , Computer , Boston, MA, Rhode Island
Click
here to apply!
|