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.
About PTC
PTC is at the forefront of digital transformation, helping organizations bridge the physical and digital worlds. Our software empowers businesses to improve operations, develop better products, and enable their teams to thrive. With a global workforce of nearly 7,000, we foster a culture of learning, innovation, and inclusion—where every idea matters and every individual is valued.
As a Customer Support Engineer, you will be the first point of contact for customers seeking assistance. You will manage inbound service requests, ensure accurate issue documentation, and coordinate environment upgrades with precision and care. This role demands strong technical acumen, attention to detail, and a customer-first mindset.
Key ResponsibilitiesManage and execute customer environment upgrades with strict adherence to process and quality standards.
Communicate effectively with customers to gather necessary information and set expectations for successful upgrades.
Collaborate with internal teams (Support, CCS, ESA) to ensure smooth upgrade planning and execution.
Troubleshoot and resolve customer issues using documentation, knowledge bases, and technical expertise.
Handle post-upgrade queries and ensure proper case handoff to support teams.
Maintain accurate system data related to account upgrades.
Identify areas for process improvement and contribute to documentation efforts.
Assist with Tier 2 support cases and participate in central call coverage as needed.
2–4 years of experience in customer-facing roles, preferably in technical support or service desk environments.
Strong troubleshooting and root cause analysis skills.
Experience with SaaS platforms and technologies such as XML, Web Services, HTML, Java, and JavaScript.
Hands-on experience with relational databases (Oracle or SQL Server).
Exposure to Salesforce CRM is mandatory; familiarity with ITIL, Help Desk, or Service Desk frameworks is a plus.
Experience supporting mobile applications across iOS, Android, and Windows platforms.
Excellent communication skills—both written and verbal.
Ability to work independently and manage multiple tasks in a remote, distributed team environment.
Flexibility to work extended hours and weekends as needed.
Strong time management, prioritization, and attention to detail.
Experience with case management systems (preferably SFDC) and reporting tools.
Salesforce Administrator certification or equivalent hands-on experience.
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
- 2-4 years of experience in customer-facing roles, preferably technical support or service desk environments
- Strong troubleshooting and root cause analysis skills
- Experience with SaaS platforms and XML, Web Services, HTML, Java, and JavaScript
- Hands-on experience with relational databases, including Oracle or SQL Server
- Mandatory exposure to Salesforce CRM
- Experience supporting mobile applications across iOS, Android, and Windows
- Excellent written and verbal communication skills
- Ability to work independently and manage multiple tasks in a remote, distributed team environment
- Flexibility to work extended hours and weekends as needed
- Strong time management, prioritization, and attention to detail
- Experience with case management systems, preferably SFDC, and reporting tools
- Familiarity with ITIL, Help Desk, or Service Desk frameworks
- Salesforce Administrator certification or equivalent hands-on experience
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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Strong & Reliable Incentives — Bonuses are routinely part of offers and widely expected, providing predictable variable pay. This consistency helps bolster total compensation beyond base salary.
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Leave & Time Off Breadth — PTO is portrayed as generous and is complemented by flexible work arrangements. Additional paid volunteer time broadens time-away options.
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Equity Value & Accessibility — Accessible equity through ESPP and RSUs is available for many roles, adding meaningful long-term value. This ownership upside strengthens overall total compensation, particularly in higher-level roles.
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.
