Technical Support Engineer (Portland, ME)

| Portland, ME
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It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

PTC is looking for talented, enthusiastic, and career-minded individuals to join our Internet of Things (IoT) Support Services team where you will have the opportunity to work with leading automation technology across a range of industries, including Manufacturing, Discrete, Medical Device, Agriculture, and Energy. You will be responsible for delivery of Product, Application and Development Support to our customers and partners while working alongside a highly talented and collaborative team.

As a Technical Support Engineer, you'll work with a variety of people and technologies, ranging from first-time users to computer technicians to CIOs that are using everything from serial cables to cloud systems. Your mission is to function as an expert technical resource for our global customer base and business partners. You must be self-motivated, self-confident, and able to build productive working relationships with people from all walks of life. You must thrive in a fast-paced environment where learning new products and new technical concepts are part of your daily routine. You must be an excellent communicator with a knack for explaining complex topics in terms that anyone can understand. You must enjoy problem-solving and troubleshooting, and you must have the analytical skill and attention to detail to back it up.

Primary Responsibilities:
  • Work with End Users, System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues and address questions related to installation, configuration, development environment, operation, and general best practices on their use of Kepware and/or ThingWorx
  • Delivery of support service on various channels, including remote PC access, email, web, and phone
  • Use of case management tool to log and track issue status and related activities
  • Create and publish knowledge articles for re-use by customers and PTC employees
  • Opportunities to train, mentor, and participate in continual training and personal improvement will arise as the candidate develops their skills
  • Candidate must be willing to take on new challenges
Requirements - Non Technical
  • Ability to work dedicated Pacific Coast Hours: 11 AM EST to 8 PM EST (8 AM PST to 5 PM PST)
  • A strong capacity and desire to develop customer service and communication skills
  • The candidate will be expected to understand a customer needs, put themselves in the customer's shoes, and guide the customer's expectations
  • We ask our engineers to be the voice of the customer back to the company and experience in working with customers is desired
  • The ability to manage multiple urgent issues in parallel
  • The confidence, communication and interpersonal skills to lead customers in urgent or critical situations
  • The desire to learn new soft and technology skills and the desire to coach, mentor and train peers throughout the organization
  • The ability to work with team mates in a collaborative manner to achieve a mission
  • Presentation skills to prepare and present to large and small groups on technical and functional topics
  • Understands the concept of online communities and self service support
Requirements -Technical
  • Experience installing, configuring and administering Web-based applications, Relational Databases, and Open-Source Projects (such as Apache Web-Server, Apache Tomcat, OpenDS, JBoss)
  • Programming experience in at least one language C, .Net, Java
  • Use of development tools such as Eclipse, Visual Studio, Gradle and Git
  • Working knowledge of ANSI SQL and HTML/CSS
  • An understanding of web/network communications, servers, mobile equipment and security
  • An understanding of machine communication protocols and web services development including use of a REST API
  • Knowledge of storage networking/cloud computing
  • Able to produce audience-appropriate technical communications with management, support personnel, and the customer
Preferred Qualifications:
  • Experience in implementation, support, consulting or development in enterprise business applications on Java and other web related technologies
  • Experience in developing applications in Java or other object oriented programming language
  • Exceptional diagnostic ability and skilled in using industry standard tools and techniques monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
  • Extensive experience with aspects of enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware, device configuration and communication, Web application security)
  • Experience working with hardware sensors, devices, machines, or industrial PLC's and their respective network communication protocols
  • The ability to analyze details and synthesize the "big picture" from incomplete or ambiguous data
  • Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists
  • Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible
  • Able to revise actions plans as new data is obtained
  • Experience providing support or customer service through a community or another social-based channels
Preferred Experience:
  • Experience in Microsoft Windows operating systems
  • Experience with databases and basic networking
  • Experience working with technically diverse teams
  • Strong verbal and written communication skills
  • Customer Satisfaction focus, both internal and external, with strong relationship skills
Basic Qualifications:
  • Bachelor's degree in Computer Science, Information Systems, or similar fields
  • 2-4 years' hands on experience in a related support, services, or software development field that utilized technical and soft skills
  • Fluent in English
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 with Company Match • Employee Stock Purchase Plan (ESPP) • Healthcare and Dental insurance • Paid Time Off and Sick Time • Birthday Day-off • Tuition Reimbursement (Canada, India, Israel, US) • Holiday Pay • Employee Referral Program • Management and Employee Training Development • Other Regional-specific BenefitsPTC is proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, or veteran status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
More Information on PTC
PTC operates in the Internet of Things industry. The company is located in Boston, MA. PTC was founded in 1985. It has 7347 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 8 open jobs at PTC, click here.
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