Technical Support Engineer
PTC - The Product Development Company - Needham, MA

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*This position can be based in Needham, MA, Blaine, MN or Ann Arbor, MI*
Do you want to work for a dynamic software company with cutting edge technologies?
  • Are you a problem solver who loves the satisfaction of resolving complex technical issues?
  • Do you enjoy helping people?
  • Enjoy working on with close-knit team of analysts and having fun while solving interesting problems?
  • Do you want a place where all these things can be a long-term, fulfilling career?
  • At PTC Technical Support, we have a unique and challenging role available within one of the largest software companies in the world.
PTC creates the BEST applications in our market space (CAD & PLM). Many of the biggest companies in the world use our software to create their & manage their products. Here are some examples of companies you will be working with on a daily basis: NASA, Boeing, Honeywell, GE, Toyota, Volkswagen, Hyundai, Motorola, Toshiba, Dell, Samsung, John Deere, Caterpillar, Whirlpool, Boston Scientific and Medtronic to name a few. We need people who enjoy working with cutting edge technology, open-source projects, can adapt to incoming advances in web technology and user experiences. This is a challenging position, but highly rewarding with many opportunities for growth.

The Everyday View:
We are a global team of software experts sharply focused on helping our customers be successful with PTC’s best-in-class software solutions. We work with smart people – system admins, engineers and consultants who are setting up, maintaining or customizing our products. You will be constantly learning in this job. Be it software skills like Java & SQL, networking skills like setting up replicated servers and web apps or how to become a better listener and communicator; you WILL be moving forward. If you’re not moving forward…’re not here.

Our Support Engineers:
  • Analyze and clarify customer queries though troubleshooting and researching existing knowledgebase articles
  • Work in tight partnership with their regional teams and R&D to solve problems
  • Document discussions, findings, and resolutions in our ticketing systems and professional knowledgebase
  • Write knowledgebase topics to help customers and other support engineers
  • Identify recurring bugs in software and documented it accordingly
  • Analyze product documentation and identify unclear topics based on support tickets received
Other things you might do:
  • Train and coach new staff members
  • Take a leadership role in projects or initiatives (like a new product release)
  • Review technical articles and create knowledgebase deep-dives on interesting topics
  • Work with R&D to influence future product design
The person we are looking for has:
  • Natural problem solving skills
  • A technical aptitude and hunger to learn
  • A desire to understand our customer’s needs and can put themselves in the customer’s shoes
  • Superior writing skills and communicates great over the phone
  • Strong organizing and time management skills
  • A commitment to being a team player
And these technical abilities:
  • Understands how operating systems work
  • Exposure or experience with Java, SQL, and other modern programming languages
  • Experience or exposure installing, configuring and administering Web-based applications, databases & open-source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS)
Key success factors
Our most successful people have many of these attributes:
  • Proven ability to manage customer expectations
  • Ability to multi-task, effectively “switch gears”, and manage multiple issues, actions, and time-critical tasks
  • A drive to achieve new and great things and are vested in the success of our customers
  • Are strong trainers and coaches
  • Have a passion for learning & exploring exciting new technologies
  • Exceptional diagnostic ability and are skilled in learning and using industry standard tools and techniques
  • Practical experience with all aspects of enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware, SQL tuning, etc.)
Basic Qualifications:
  • Bachelor's degree in Computer Science, Information Systems, or Engineering
  • 1 year experience using Java; or 1 year experience using another Object Oriented Language
  • 1 year Database experience in Oracle or SQL Server
  • 1 year experience using Unix and or NT operating systems