Product Technology Lead (Technical Support)

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.

Product Technology Lead

PTC® is looking for talented, enthusiastic, and career-minded individuals to join our CoreSoftware Operations and Support(SO&S)team where you will have the opportunity to work with PTC’s Product Lifecycle Management (PLM) Product Line. As part ofglobalSO&Steam, you will provide support for PTC's Windchill® based PLMenvironmentswhichcan be eitherSaaSorhosted oron-premises. Your willanalyzeand investigate technical issuesto develop professional assistance and solutions that meet the highest quality standards. The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, reducing their support efforts, eliminating risks, and promotingbestcustomer service experience.

What we offer to you?

• A challenging, dynamic environment where you will be dealing with our most prestigious clients

• High motivation for stronger career path and self-development opportunities in an international company

• Structured induction programs and primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program

• Working in a multicultural and global team

• Competitive salary and other benefits

Day-To-Day:

Provide technical support and advice to customers and partners regarding implementation, customization, deployment, and optimization of our PLM applications (Windchill PDMLink®, Windchill ProjectLink® etc.) Utilize PTC’s case management tooli.e.Salesforceto log issues, track associated status and related activities. The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support servicesto our customers and partners, minimizing their efforts, eliminating risks, and with best support experience.

Use of your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.)

Create and publish knowledge articlesand related resourcesforPTC’scustomers, partnersand employees.

Candidateshalldemonstrate willingness to be proactive as well as to independentlyown andtake on new challenges.

Identify and recommend product and support training opportunities for the team.

Provision of our ITIL-based services with the aim of continuous quality improvement (As part ofISO 9001:2015Quality management practices.)

Primary working hours will be in EuropeorNorth America hoursas required

Preferred Skills and Knowledge:

RequirementsNon-Technical:

A strong capacity and desire to developpersonalized customer servicewithhighlyeffectivecommunication skills. The candidate is expected to understand and relate to customers’ needs while effectively managing customer expectations. A strong background in technical and customer support is desired.

The abilityto effectively manage multiple urgent issues in parallel

The confidence, communication, and interpersonal skills to manage and direct customers/partnersandduring urgent and/or critical situations

The desire to learn new skills, coach, mentor, and train peers throughout the organization. The ability to work with teammates in a collaborative manner to achieve a mission.

Presentation skillsto prepare and present to large or small groups on technical and functional topics.

Requirements Technical:

Strong experience on implementing or supportingClient-Server architecture ormulti-tierapplications including practical knowledgeofcore components such asDatabases(for e.g.Oracle19orMS SQL Server), Operating Systems(for e.g.Windows 10/11,WindowsServer2016, 2019, 2022 orLinuxOSi.e.Red Hat Enterprise Linux (RHEL)v8,9,Ubuntu Server 24LTS,CentOS7etc.)

Exposureandhands on knowledge on cloud platformsor Software as a Service (SaaS) ecosystemssuch asMicrosoft Azure, AmazonWebServices (AWS)orGoogle Cloud Platform (GCP)etc.

Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases.

BasicsObject-Oriented programmingbackground preferably inJava.

An understanding of web and web services development including use ofRESTful API’s, HTML and XML is preferred.

Able to produce audience-appropriate technical communications with management, support personnel, and the customers.

PTCWindchillCertifications: Windchill Business administration Associate/Professional, Windchill BOM Management Associate/Professional

Preferred Experience:

4-8years’ experiencewithpractical knowledgeand experiencein a related support services field that comprises of technical and soft skills.

Basic Qualifications:

Bachelor’s degree in computer science, Information Systems, Statistics, Mathematics, or similar fields.

Experience working with technically diverse teams. Strong verbalandwritten communication skills for English is requiredincludingability to adaptdiverse culturalaspects.Other international languages such asGerman, Frenchorother EU languages is a plus

Why PTC

When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle. Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC.

We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team.

We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-being, and your career. PTC benefits are among the mostcompetitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including:

• Retirement Savings Plan

• Employee Stock Purchase Plan (ESPP)

• Healthcare insurance

• Birthday Day-off

• Tuition Reimbursement

• Holiday Pay

• Employee Referral Program

• Management, Employee Training, Self-Development

• Other region-specific benefits

"We stand at the frontier of a new age of innovation, where the industrial revolution is colliding head on with the digital revolution."Neil Barua, CEO, PTC

All qualified applicants will receive consideration for employment without regard to race, color, religion,sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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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