ALM Technical Support Engineer

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.  

In Support Services, Technical Support Engineers are responsible for providing an enhanced customer experience until you achieve expected results. You engage customers directly, leveraging deep technical knowledge and strong customer handling skill to provide solutions and ensure a high level of customer satisfaction.

You will be working with a highly skilled and experienced Technical Support team. You will collaborate cross-functionally; advocating on the customers behalf to ensure a positive customer experience.

Primary Responsibilities:

• Ensure customer success by providing solutions and/or workarounds in a timely manner
• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions
• Ensure continuous knowledge transfer for customers and PTC employees by creating and improving knowledgebase articles that are aligned with our KCS best practices and standards
• Take responsibility for continuous improvement and development by participating in training/workshops as required
• Deliver Success Management services like weekend support, dedicated engineer, and so on

Requirements – Non-Technical:

• Confidence, communication, and interpersonal skills to lead customers, both verbal and written.
• Ability to manage multiple urgent issues in parallel
• Ability to work with team members, management, and cross-functionally to achieve a mission
• Willingness to be proactive and take on new challenges.
• Ability to speak English and Japanese well.
• Customer mindset and passion for excellence.

Requirements –Technical:

• Broad range of troubleshooting skills related to enterprise business applications like application server setup, database management, performance tuning, data analysis, app server configuration, installation, migration, and so on
• Experience in implementation or support of enterprise business applications on Java technology or other like .Net technology
• Understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security

Criteria:

• Exposure to implementation, support, consulting, or development in enterprise business applications.
• Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations
• Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization)
• Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible

Experience and Education:

• Business Japanese Skill and Above.
• Working Experience in Japan. Understand Japanese Business culture and Japanese Customers.
• Ideal candidates will have a bachelor’s degree in Computer Science, Information Systems, or Engineering with 2-4 years of work experience
• Good English skill, fluent English is preferred

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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