Associate Cloud Support Analyst

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.  

What do we offer to you?

• A challenging, dynamic environment where you will be dealing with our most prestigious clients
• High motivation for a 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 Cloud Incident support and advice to customers and partners regarding of our hosted PLM applications (Windchill PDMLink®, Windchill ProjectLink® etc.) Utilize PTC’s case management tool i.e, Salesforce, SNOW, PagerDuty to 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 services to our customers and partners, minimizing their efforts, eliminating risks, and the best support experience. The candidate will be responsible for the smooth operation of cloud-hosted solutions and will provide or execute resolutions to any incidents reported by the customer or received through internal monitoring. This role is also responsible for restoring normal operations to PTC hosted and SaaS clients as quickly as possible during a critical incident. Use of your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.) The candidate shall demonstrate a willingness to be proactive and independently own and take on new challenges. Identify and recommend Cloud and support training opportunities for the team. Primary working hours will be in Europe or North America hours as required

Preferred Skills and Knowledge:

Requirements Non-Technical:

A strong capacity and desire to develop personalized customer service with highly effective communication 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 ability to effectively manage multiple urgent issues in parallel The confidence, communication, and interpersonal skills to manage and direct customers/partners and during 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 collaboratively to achieve a mission. Presentation skills to prepare and present to large or small groups on technical and functional topics.

Requirements Technical:

Strong experience on implementing or supporting Client-Server architecture or Multi-tier applications including practical knowledge of core components such as Databases, Operating Systems etc. Exposure and hands-on knowledge of cloud platforms or Software as a Service (SaaS) ecosystems such as Microsoft Azure, AWS or cloud, etc. Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases. Basic Object-Oriented programming background preferably in Java. Good hands on with Linux Able to produce audience-appropriate technical communications with management, support personnel, and the customers.

Preferred Experience:

0-3 years' experience with practical knowledge in a related Cloud Service requests , Cloud Incident Management services field that comprises of technical and soft skills.

Basic Qualifications:

Bachelor’s degree in Computer Science or Engineering, Information Systems similar fields. Experience working with technically diverse teams. Strong verbal and written communication skills for English is required including ability to adapt diverse cultural aspects. Other international languages such as German, French 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 most competitive 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 (Canada, India, Israel, US)
• Holiday Pay
• Employee Referral Program
• Management, Employee Training, Self-Development
• Other region-specific benefits

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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