Product Specialist

Our world is transforming, and PTC is leading the way. Our 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 7,000 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.

About PTC:

PTC (NASDAQ: PTC) enables global manufacturers to achieve significant digital transformation through our market-leading software solutions. We empower customers to innovate faster, improve operations, and drive business growth-whether on-premises, in the cloud, or through our SaaS platform. At PTC, we don’t just imagine a better world-we enable it.

Role Overview:

As a Senior Technical Support Specialist, you will serve as a key technical advisor and escalation point within the Servigistics Support organization. You will bring your rich industry experience to drive strategic customer success, mentor junior team members, and lead complex troubleshooting efforts. You will work cross-functionally with engineering, product management, and customer teams to ensure seamless and proactive technical support delivery.

Key Responsibilities:

• Serve as the primary technical contact for high-priority and complex customer escalations.
• Lead resolution of mission-critical issues involving product functionality, performance, and deployment.
• Partner with global cross-functional teams to ensure holistic and timely resolution of customer challenges.
• Proactively identify and drive improvements in support processes and product usability.
• Contribute to and review KCS-aligned knowledge articles and promote customer self-service strategies.
• Collaborate with product and engineering teams to influence product roadmap based on customer feedback and insights.
• Mentor and guide junior technical support engineers; provide coaching and best practices.
• Represent support in customer meetings, escalations, and business reviews.
• Maintain high SLA compliance for enterprise customers with complex environments.
• Available to work 24x7 on rotational basics and willingness to support weekend shifts when scheduled ensuring readiness for global support needs.

Required Skills & Competencies:

• Strong experience in diagnosing and resolving enterprise-grade application issues across multiple layers (web, application, and database).
• Deep expertise in SQL (Oracle and SQL Server), with ability to write and optimize complex queries.
• Hands-on experience with ETL tools (Informatica, IICS, Kettle/Pentaho) and resolving batch job failures.
• Solid understanding of open-source web technologies such as Apache Tomcat and Apache Web Server.
• Experience in performance tuning, server configuration, log analysis, and application scalability.
• Knowledge of Java-based enterprise applications and implementation or support lifecycle.
• Familiarity with enterprise IT environments (networks, load balancing, security protocols, integrations).
• Proven ability to work independently under pressure while managing multiple complex issues.

Preferred Qualifications:

• Experience with UNIX/Linux environments and command-line utilities.
• Knowledge of cloud platforms such as AWS including services S3.
• Exposure to machine learning concepts and their integration within enterprise systems
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 6+ years of relevant technical support, implementation, or consulting experience in enterprise software.
• Excellent written and verbal communication skills; able to interact confidently with senior stakeholders.

Why Join PTC?

• Work with innovative products and talented global teams.
• Collaborative and inclusive culture where your voice matters.
• Extensive benefits including:
  • Best-in-class insurance
  • Employee stock purchase plan and RSUs
  • Generous PTO and paid parental leave
  • Flexible work hours and no probation clause
  • Career growth opportunities and higher education support

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

If you share our passion for problem-solving through innovation, you’ll 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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