At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. We are currently focused on the industrial equipment, consumer products, and automotive industries, and our customers are among the largest engineering organizations in the world.
As a PLM Technical Support Specialist, you will assist our customers with the deployment, configuration, and ongoing support of our various Product Lifecycle Management (PLM) integrations. Through your expertise, you will help customers maximize the value of these integrations within their existing PLM, CAD, and ERP environments, ensuring streamlined workflows and operational efficiency. As a member of our Technical Support Team, you will be the face of CoLab to our customers, particularly in the PLM domain. No issue is too small or too complex—you will proactively engage with internal teams, collaborate across functions, and drive solutions that enhance the overall customer experience.
What you’ll do:Technical Support and Issue Resolution:
- Provide expert-level support for CoLab’s integrations with various PLM (Windchill, Teamcenter, SolidWorks PDM, 3DX), CAD (Creo, NX, SolidWorks, AutoCAD, 3DX) and ERP systems.
- Troubleshoot, investigate, and resolve L2 and L3 PLM integration issues, documenting technical issues and reproducing problems for resolution.
- Diagnose issues related to customization, CAD Workers, and different modules of PLM systems.
- Assist in PLM system testing, data creation, data migration, and change management initiatives.
Customer Engagement and Process Management
- Guide customers in installing, configuring, and validating PLM add-ons within their infrastructure.
- Communicate complex PLM technical concepts clearly and concisely to both technical and non-technical audiences.
- Maintain customer satisfaction by ensuring clear communication, timely resolution of issues, and proactive follow-ups.
- Work within defined SLAs to ensure efficient handling of support tickets and proper escalation procedures.
Collaboration and Knowledge Sharing
- Drive root cause analysis and collaborate with PLM vendors (PTC, Siemens, Dassault Systems) for timely issue resolution.
- Escalate unresolved issues appropriately and follow up to ensure resolution.
- Develop, maintain, and improve customer-facing knowledge base articles and internal documentation to enhance issue resolution efficiency.
- Conduct training and awareness sessions for end-users and peers to promote best practices and efficient system usage.
Attitude and Work Ethic
- A strong work ethic with a passion for making engineering processes more efficient through our PLM integration solutions.
- A documentation-focused attitude to ensure clear and effective knowledge sharing.
- A proactive approach to problem-solving with a customer-first mindset.
- Ability to investigate PLM problems in a structured, logical manner and provide effective recommendations and solutions.
What you’ll need:
- 5+ years of experience in PLM technical support, troubleshooting, and integration with one or more major PLM systems, preferably PTC Windchill, but also including Siemens Teamcenter and Dassault 3DExperience/Enovia.
- 1+ years of experience in a customer-facing technical support role, providing direct assistance to end-users, troubleshooting technical issues, and collaborating with internal teams to resolve customer concerns effectively.
- Hands-on experience in PLM integrations, issue reproduction, and root cause analysis.
- Good knowledge of BOM, part and document management, ACL, change management, and PLM-CAD-ERP integration scenarios.
- Experience in supporting and troubleshooting PLM configurations, CAD integrations, and data migrations.
- Strong analytical and problem-solving skills with a structured approach to investigating PLM issues.
- Excellent verbal and written communication skills with the ability to document findings clearly.
- Experience with ticket management systems (e.g., Zendesk, Jira) for issue tracking.
- Ability to collaborate with IT teams, PLM admins, and PLM architects to resolve technical challenges.
- Computer literate with an aptitude for IT systems involvement.
- Nice to Have: Experience working with CAD software
Team you work most closely with:
- Customer Success
- Product Management
- Product Development
- IT & Infrastructure Teams
- PLM Architects & Admins
Success Measured by:
- Effectively addressing complex PLM support issues
- Response time to customer support requests
- Average handling time
- Compensation: This is a full-time, permanent position with an attractive compensation package that includes a stock options package.
- Benefits: This role offers an extended health and benefits package that includes unlimited paid vacation and RRSP matching.
- Remote/Hybrid Work: Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within Canada or the US.
CoLab Software Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CoLab Software and has not been reviewed or approved by CoLab Software.
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Affordable Benefits — Health and dental insurance are covered 100% for the employee, reducing out-of-pocket costs. Listings align with the stated package, indicating consistent core coverage across sources.
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Retirement Support — RRSP and 401(k) matching are explicitly included for Canada and the United States. This provides structured long-term savings support as part of the standard package.
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Leave & Time Off Breadth — Unlimited PTO covers vacation, personal, sick, and bereavement time. The breadth of leave options signals flexibility in time away from work.
CoLab Software Insights
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What We Do
At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. CoLab is the AI platform for driving stronger engineering decisions. Every design review in CoLab builds a knowledge repository of design feedback, decisions, and lessons learned - which AI agents draw from to flag issues on future designs before they compound. The more your team works in CoLab, the smarter it gets and the faster you arrive at the ideal design. Companies like Ford, Komatsu, and Johnson Controls use CoLab to catch issues earlier, eliminate rework cycles, and bring products to market faster.
Why Work With Us
At CoLab, we work hard, celebrate wins together, and continuously strive to improve our craft. You'll be surrounded by driven, supportive teammates who are passionate about solving complex challenges for customers and building technology that helps some of the world's leading engineering teams collaborate and make better decisions.
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