Senior Technical Support Engineer

il y a 1 semaine

Bruxelles, Région de Bruxelles, Belgique PTC Temps plein

Our world is changing, and PTC is at the forefront. Our software merges the physical and digital realms, helping companies enhance operations, develop superior products, and empower individuals in all aspects of their business.

Our team plays a pivotal role in our success. Presently, we are a global community of nearly 7,000 individuals, dedicated to providing opportunities for our team members to explore, learn, and grow, while witnessing their ideas materialize and embracing the diversity that defines us and drives the work we do.

PLM Senior Technical Support Engineer & Cloud Support Analyst

In Support Services, Senior Technical Support Engineers play a crucial role in ensuring an exceptional customer experience until desired outcomes are achieved. Engaging directly with customers, these professionals utilize their deep technical expertise and adept customer handling skills to offer solutions and maintain high levels of customer satisfaction.

Acting as a reference for management and peers, Senior Technical Support Engineers demonstrate advanced competencies and a proactive approach in their daily tasks and when tackling challenges such as escalated customer cases.

Joining a proficient Technical Support team, you will collaborate across functions, advocating on behalf of customers to guarantee a positive customer journey.

We are seeking talented, enthusiastic, and ambitious individuals to join our Core Software Operations and Support (SO&S) team, where you will delve into PTC's Product Lifecycle Management (PLM) Product Line. As a member of the global SO&S team, you will offer support for PTC's Windchill-based PLM environments, whether SaaS, hosted, or on-premises. Your role involves analyzing and investigating technical issues to provide professional assistance and solutions that adhere to the highest quality standards. The objective is to meet the demanding needs of our end customers utilizing PTC PLM solutions in a critical operational environment. In this capacity, your aim is to provide top-notch support services to our customers and partners, streamlining their support efforts, mitigating risks, and delivering exceptional customer service.

Responsibilities:

PLM Senior Technical Support Engineer

Ensure customer success by delivering solutions and/or workarounds promptly Collaborate cross-functionally with peers, developers, product owners, management, and other departments to craft and deliver effective customer solutions Facilitate ongoing knowledge transfer for customers and PTC staff by creating and enhancing knowledge base articles aligned with our KCS best practices and standards Take charge of continuous improvement and development by engaging in necessary training/workshops Provide Success Management services such as weekend support and dedicated engineer roles

Responsibilities as Cloud Support Analyst

Offer Cloud Incident support and guidance to customers and partners regarding our hosted PLM applications (Windchill PDMLink, Windchill ProjectLink, etc.), using PTC's case management tools like Salesforce, SNOW, PagerDuty to capture issues, monitor status, and associated activities. The focus is on meeting the high demands of customers using PTC PLM solutions in critical environments by delivering top-tier support services, streamlining efforts, mitigating risks, and providing exceptional support experiences. Responsible for ensuring the smooth operation of Cloud-hosted solutions and resolving any reported incidents promptly Accountable for restoring normal operations to PTC hosted and SaaS clients swiftly in the event of critical incidents Utilize technical and industry-specific IT knowledge to offer extended support activities such as technical training, webinars, mentoring, etc. Demonstrate a proactive stance and a willingness to take on new challenges independently Identify and suggest Cloud and support training opportunities for the team

Requirements – Non-Technical:

Possess confidence, strong communication, and interpersonal skills to guide customers effectively through verbal and written channels Ability to handle multiple concurrent issues efficiently Capability to collaborate with team members, management, and cross-functional teams to achieve common goals Eagerness to proactively tackle new challenges

Requirements – Technical:

Proficiency with SQL for Oracle and SQL Server databases Understanding of Internet application technologies, encompassing HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based on Java technology, and Internet security Diverse troubleshooting skills related to enterprise business applications like application server setup, database management, performance optimization, data analysis, app server configuration, installation, migration, etc. Experience in implementing or supporting enterprise business applications utilizing Java technology or similar technologies like .Net

Criteria:

Exposure to implementing, supporting, consulting, or developing enterprise business applications Strong troubleshooting and diagnostic abilities, adept at optimizing complex applications to meet customer expectations Familiarity with enterprise application suites (networks, database configuration, server configuration, Web Server optimization) Ability to devise a cohesive plan of action to swiftly resolve situations to meet everyone's needs

Experience and Education:

Proficiency in Business Japanese language and above Work experience in Japan with an understanding of Japanese business culture and clientele Ideal candidates will hold a bachelor's degree in Computer Science, Information Systems, or Engineering, with 2-4 years of professional experience Strong English skills, fluency preferred Preferred experience in the PLM industry

Life at PTC extends beyond working with cutting-edge technologies to reshape the physical world. It involves presenting your authentic self and collaborating with industry leaders to drive transformative change.

If you are passionate about solving problems through innovation, you are likely to embrace the PTC experience with the same fervor as we do. Are you prepared to embark on your next career adventure with us?

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