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Job Title: IoT Technical Support Engineer, Senior
Location: Shanghai/Tokyo
Experience: 3-8 years
Employment Type: Full-Time
Job Summary
We are seeking a professional IoT Technical Support Engineer, Senior with practical experience in ThingWorx, industrial connectivity solutions, and IoT edge technologies. The ideal candidate will troubleshoot issues on IoT platforms, support integration with industrial devices, collaborate effectively with engineering teams, and maintain high system uptime. Technical Support Engineers apply their product knowledge and technical skills to resolve customer concerns, identify complex problems, troubleshoot efficiently, and recommend suitable solutions. They manage customer challenge resolution, working with internal and external stakeholders to ensure satisfaction. This role primarily serves customers in Japan, acting as a trusted technical advisor.
Key Responsibilities
Technical Support & Troubleshooting
- Provide L2/L3 technical support for IoT platform issues, specifically ThingWorx applications, mashups, services, and data models.
- Diagnose and resolve problems related to:
- Industrial connectivity (Kepware/KEPServerEX, MQTT, OPC-UA, Modbus, REST APIs)
- IoT gateways or edge devices
- Data ingestion, device onboarding, and communication failures
- Provide emergency responses to ensure high availability of application services in accordance with Service Level Agreements
- Perform root-cause analysis and propose permanent fixes.
- Monitor system performance, logs, and alerting dashboards to ensure optimal platform health.
Customer Interaction & Documentation
- Respond to technical inquiries from customers via phone, email, and web.
- Work directly with customers to understand issues and provide timely resolutions.
- Document issue resolutions, standard operating procedures (SOPs)
- Create documentation based on Knowledge Centered Service(KCS) to share knowledge and enable customer self-resolution.
- Conduct product demos, training sessions, and onboarding workshops for clients.
Collaboration
- Collaborate with IoT developers, solution architects, and QA teams to verify reported bugs.
- Coordinate with industrial automation teams to test device connectivity and protocols.
- Collaborate with domestic and international teams to resolve mission-critical issues.
Required Skills & Qualifications
Technical Skills
- Strong knowledge of ThingWorx Platform—entities, mashups, services, data models, extensions, Value Streams.
- Hands-on experience with industrial connectivity tools:
- Kepware/ThingWorx Industrial Connectivity
- OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
- Familiarity with IoT gateways, edge computing platforms, and industrial controllers (PLC, SCADA).
- Understanding of networking concepts: TCP/IP, firewalls, certificates, VPNs.
- Basic scripting skills (JavaScript, Python, or Java) preferred.
- Experience with PostgreSQL, MS SQL Server, Azure SQL databases is a plus.
Soft Skills
- Japanese: Business-level proficiency is required for customer service and internal communication.
- English: Proficiency in reading, writing, and conversation is preferred (TOEIC score of 700 or higher is welcome; used for collaboration with overseas teams).
- Strong analytical and problem-solving abilities.
- Excellent communication and customer-handling skills.
- Ability to work independently and in cross-functional teams.
- Strong documentation and reporting abilities.
Preferred Qualifications
- ThingWorx Certified Developer / Support Engineer.
- Experience working in manufacturing, industrial IoT, or automation environments.
- Experience in consulting or technical SE roles is preferred.
- Project management or Pre-sales experience is nice to have.
- Korean Language.
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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Skills Required
- Practical experience in ThingWorx
- Strong knowledge of industrial connectivity tools
- Familiarity with IoT gateways and edge computing
- Understanding of networking concepts (TCP/IP, firewalls, VPNs)
- Business-level proficiency in Japanese
- Experience in manufacturing or industrial IoT environments
- ThingWorx Certified Developer
PTC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PTC and has not been reviewed or approved by PTC.
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Healthcare Strength — Pay is frequently described as paired with good insurance and generally good benefits, suggesting core medical coverage is a meaningful part of the value proposition. The benefits package is framed as comprehensive across health, disability, and employee assistance supports.
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Retirement Support — Retirement support is positioned as a clear strength, with a company-matched 401(k) plan repeatedly included as a standard part of the rewards package. Stock purchase and equity programs are also presented as available pathways to longer-term wealth building.
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Leave & Time Off Breadth — Time off appears comparatively robust, including sizable vacation accrual for new hires along with wellness/sick time and additional holiday-style programs. Flexibility options like remote work and schedule flexibility reinforce the sense of a benefits-heavy total rewards design.
PTC Insights
What We Do
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. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.
