Product Technology Lead (Technical Support)

 Product Technology Lead  

PTC® is looking for talented, enthusiastic, and career-minded individuals to join our Core Software Operations and Support (SO&S) team where you will have the opportunity to work with PTC’s Product Lifecycle Management (PLM) Product Line.  As part of global SO&S team, you will provide support for PTC's Windchill® based PLM environments which can be either SaaS or hosted or on-premises. Your will analyze and investigate technical issues to develop professional assistance and solutions that meet the highest quality standards. The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, reducing their support efforts, eliminating risks, and promoting best customer service experience.  

What we offer to you? 

• A challenging, dynamic environment where you will be dealing with our most prestigious clients 

• High motivation for stronger career path and self-development opportunities in an international company 

• Structured induction programs and primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program 

• Working in a multicultural and global team 

• Competitive salary and other benefits 

Day-To-Day: 

Provide technical support and advice to customers and partners regarding implementation, customization, deployment, and optimization of our PLM applications (Windchill PDMLink®, Windchill ProjectLink® etc.) Utilize PTC’s case management tool i.e. Salesforce to log issues, track associated status and related activities.  The goal is to meet the high demands of our end customers who use PTC PLM solutions in a mission-critical environment. To do so, you provide high-quality support services to our customers and partners, minimizing their efforts, eliminating risks, and with best support experience. 

Use of your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.) 

Create and publish knowledge articles and related resources for PTC’s customers, partners and employees. 

Candidate shall demonstrate willingness to be proactive as well as to independently own and take on new challenges. 

Identify and recommend product and support training opportunities for the team. 

Provision of our ITIL-based services with the aim of continuous quality improvement (As part of ISO 9001:2015 Quality management practices.) 

Primary working hours will be in Europe or North America hours as required 

Preferred Skills and Knowledge: 

Requirements Non-Technical: 

A strong capacity and desire to develop personalized customer service with highly effective communication skills. The candidate is expected to understand and relate to customers’ needs while effectively managing customer expectations.  A strong background in technical and customer support is desired. 

The ability to effectively manage multiple urgent issues in parallel 

The confidence, communication, and interpersonal skills to manage and direct customers/partners and during urgent and/or critical situations 

The desire to learn new skills, coach, mentor, and train peers throughout the organization. The ability to work with teammates in a collaborative manner to achieve a mission. 

Presentation skills to prepare and present to large or small groups on technical and functional topics. 

Requirements Technical: 

Strong experience on implementing or supporting Client-Server architecture or multi-tier applications including practical knowledge of core components such as Databases (for e.g. Oracle 19 or MS SQL Server), Operating Systems (for e.g. Windows 10/11, Windows Server 2016, 2019, 2022 or Linux OS i.e. Red Hat Enterprise Linux (RHEL) v8,9, Ubuntu Server 24 LTS, CentOS 7 etc.) 

Exposure and hands on knowledge on cloud platforms or Software as a Service (SaaS) ecosystems such as Microsoft Azure, Amazon Web Services (AWS) or Google Cloud Platform (GCP) etc. 

Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases. 

Basics Object-Oriented programming background preferably in Java. 

An understanding of web and web services development including use of RESTful API’s, HTML and XML is preferred. 

Able to produce audience-appropriate technical communications with management, support personnel, and the customers. 

PTC Windchill Certifications: Windchill Business administration Associate/Professional, Windchill BOM Management Associate/Professional 

Preferred Experience: 

4-8 years’ experience with practical knowledge and experience in a related support services field that comprises of technical and soft skills. 

Basic Qualifications: 

Bachelor’s degree in computer science, Information Systems, Statistics, Mathematics, or similar fields. 

Experience working with technically diverse teams. Strong verbal and written communication skills for English is required including ability to adapt diverse cultural aspects. Other international languages such as German, French or other EU languages is a plus 

Why PTC 

When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle. Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC.  

We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team.  

We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-being, and your career.  PTC benefits are among the most competitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including:  

• Retirement Savings Plan 

• Employee Stock Purchase Plan (ESPP)  

• Healthcare insurance  

• Birthday Day-off  

• Tuition Reimbursement   

• Holiday Pay 

• Employee Referral Program  

• Management, Employee Training, Self-Development 

• Other region-specific benefits 

"We stand at the frontier of a new age of innovation, where the industrial revolution is colliding head on with the digital revolution." Neil Barua, CEO, PTC 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.