Technical Support Engineer, Associate

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.  

Location: Boston, MA office (Hyrbid: 3x/week)

About the Role: Join our dynamic Windchill PLM support team, where collaboration and customer focus are at the heart of everything we do. You will work closely with our customers and the PTC product development team to resolve software issues, ensuring a seamless and positive experience.

About PTC Support Services: Our organization is dedicated to providing an exceptional customer experience, helping customers achieve their goals and exceed their expectations. We combine strong product expertise with excellent customer service techniques to deliver outstanding results.

Primary Responsibilities:

• Collaborate with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose and resolve software issues related to deployment, customization, or operation of PTC’s products.
• Document solutions and provide on-site assistance for complex customer issues, using a customer-centric approach.
• Ensure easy access for customers via their preferred channels (phone, email, desktop sharing, etc.) and strive to find the best solutions (defect fixes, workarounds, alternative approaches).
• Work with global offices to provide first-class support for mission-critical customers.

Non-Technical Requirements:

• Strong desire to develop customer service and communication skills.
• Ability to understand customer needs, exercise empathy, and guide customer expectations.
• Manage multiple urgent issues simultaneously.
• Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
• Team-oriented mindset to achieve shared goals.
• Availability to work off-hours and weekend shifts.

Technical Requirements:

• Familiarity with Java, SQL, and other modern programming languages.
• Exposure to nstalling, configuring, and administering web-based applications, relational databases, and open-source projects (e.g., Apache Web-Server, Apache Tomcat, OpenDS).
• Ability to quickly adapt to new technologies.
• Exposure to enterprise business applications on Java and other web-related technologies.
• Basic diagnostic skills to optimize complex applications to meet customer expectations.
• Familiarity with enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware).
• Ability to develop a coherent plan of action to resolve issues quickly and effectively.

Basic Requirements:

• Bachelor’s Degree in Computer Science, Information Systems, or Engineering with 0-2 years of work experience.
• US Citizenship or Permanent Residency and ability to obtain a Security level clearance.

PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the Technical Support Engineer to start at a minimum annual salary of $65,000 USD. The actual pay may be higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses and/or payment of any relocation expenses that might be incurred. Also, every PTC employee also has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage.  Note: PTC benefits programs are subject to eligibility requirements.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity 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 information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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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