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.
We are seeking a highly skilled Senior Technical Support Engineer with strong Database expertise to join our support team. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving customer issues related to database performance, availability, configuration, and integration.
This position will build an understanding of our connected products and connect operations solutions and related database schemas and high ingest data streams.
Technical Support & Troubleshooting
- Provide L2/L3 technical support for ThingWorx platform, specifically customer database-related issues.
- Troubleshoot database performance bottlenecks, connection failures, data inconsistencies, and query optimization problems.
- Assist with database installation, configuration, upgrades, patching, and migrations.
- Analyze logs, error codes, and system metrics to identify root causes.
- Reproduce issues in internal environments and collaborate with engineering teams for deeper investigation.
Monitoring & Performance Optimization
- Assist customers in designing and implementing performance monitoring strategies.
- Provide recommendations on indexing, query tuning, schema design, and storage optimization.
- Support database backup, restore, replication, and high availability setups.
Customer Interaction & Documentation
- Work directly with customers to understand issues and provide timely resolutions.
- Document issue resolutions, create/update knowledge-base articles, provide RCAs.
Tools & Technologies
- RDBMS: PostgreSQL, MS SQL Server, Azure SQL
- Tools: Linux CLI, SQL profiling tools, monitoring tools (Prometheus, Grafana, Datadog, New Relic, etc.)
Required Skills and Experience:
- Bachelor’s degree in computer science, Engineering, IT, or equivalent experience.
- 5-8 years of experience in technical support, database administration, or database engineering.
- Solid understanding of database internals, indexing, replication, transactions, and storage engines.
- Ability to write and/or debug stored procedures, triggers, and various SQL queries in the context of debugging or resolving issues. Also has an understanding of system level commands needed to identify top SQL, deadlocks, blocking locks, and evaluate execution plans in the context of troubleshooting performance in these areas.
- Knowledge of Linux/Unix environments and basic networking concepts: TCP/IP, firewalls, certificates, VPNs.
- Excellent problem-solving skills and ability to handle pressure in customer-facing situations.
- Strong verbal and written communication skills.
Good to have:
- Knowledge of ThingWorx Platform—entities, mashups, services, data models, extensions, Value Streams.
- Experience with industrial connectivity tools: Kepware/ThingWorx Industrial Connectivity, OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
- Basic scripting skills (JavaScript, Python, or Java)
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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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.
