PTC · 1 month ago
Senior Technical Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$72K/yr - $100K/yr
5+ years expPTC is a company leading the transformation of the physical and digital worlds through its software solutions. The Senior Technical Support Engineer will deliver world-class maintenance and support services to ServiceMax customers, assisting them in resolving technical issues and ensuring high customer satisfaction.
Computer Software
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 SLA’s, 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
Qualification
Required
5-7 years of experience in providing technical product support solutions for customers
5-7 years of Information Technology experience
Demonstrated proficiency configuring or administering a Salesforce environment
Salesforce Administration certification ADM201 or ADX201
Strong communication skills, 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, HTML, Java and JavaScript
2+ years of experience Coding, testing and debugging applications programs
2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and 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 cover extended 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
Preferred
Ability to commute to office either in Seaport Boston MA, Shoreview Minnesota or San Ramon, CA 2 days a week
Bachelor's degree in information technology or relevant work experience
Experience with cloud delivery platforms, with AWS experience a plus
3 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications and or the equivalent number of years supporting/implementing FS applications
ServiceMax product experience is a plus, but not mandatory
Benefits
Performance-based bonus
Employee share purchase program (ESPP)
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
Generous commuter subsidy
Company
PTC
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity.
5001-10000 employees
H1B Sponsorship
PTC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (57)
2024 (61)
2023 (75)
2022 (86)
2021 (111)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
Marcus Senior,PMP, CSM, MSP, and Lean Six-Sigma
Chief Executive Officer
Danny N. Poisson
TVP, Chief Technology Officer for Federal Aerospace & Defense
Recent News
2025-10-03
Company data provided by crunchbase