Associate Product Analyst (Technical Support - Windchill)

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 (NASDAQ: PTC)

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.

Check out our global headquarters in the Boston’s Seaport district. ptc.co/2N3f50u4XIn

Associate Product Analyst

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.

Preferred Experience:

1-2 years’ experience with practical knowledge 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

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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