Technical Support Manager

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: Remote, USA

Overview:
The Technical Support Manager will build strong relationships and deliver exceptional results. They will lead a team of Support Engineers to provide optimal technical support for ServiceMax Partners and Customers, requiring both technical and business acumen.

Responsibilities:

• Manage daily operations of Technical Support Engineers
• Experience managing remote teams
• Build relationships with Premier Support Managers, Account Managers, and Engineering
• Develop relationships with key stakeholders
• Oversee service ticket progress to meet customer expectations
• Lead or participate in new technology adoption
• Achieve team goals (CSAT, SLA, knowledge creation, case closure rate)
• Ensure timely and accurate technical solutions
• Conduct weekly 1-on-1 meetings with team members
• Maintain technical skills across the team
• Perform case quality audits and monitor team statistics
• Conduct interviews and candidate recommendations
• Review negative CSAT feedback and perform post-mortems
• Create and review support process knowledge articles
• Manage disciplinary actions (PIP, Termination)
• Participate in weekend and holiday on-call rotation

Required Skills/Experience:

• 7 years in the software industry
• 3 years in technical support management, including people management
• Salesforce Administrator 201 certification
• Experience handling high-profile sensitive customers
• Excellent communication and interpersonal skills
• Proven ability to lead a remote team
• Strong organizational skills
• Knowledge of CRM/ERP applications
• Understanding of cloud-based environments (SaaS, PaaS)
• Customer-focused

Desirable Skills/Experience:

• Bachelor's degree in IT-related field or equivalent experience

PTC carefully considers a wide range of compensation factors, which include a candidate’s background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the salary range for this position to be between $110,000-$125,000. The actual pay may be lower or higher depending on a candidate’s skills, qualifications, experience, and location and may also include the opportunity to earn a discretionary bonus. Additionally, every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and, for eligible roles, an equity grant. Subject to the terms and conditions of PTC’s benefits programs, employees may be eligible for medical, dental and vision insurance, paid time off and sick leave policies, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and a generous commuter subsidy.

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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