Associate Product Analyst (Technical Support - CAD)

Job description

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. Technical Support (CAD) 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 Computer Aided Design (CAD) Product Line.  Within a global team, you will provide support for PTC's Creo® based CAD systems which can be either SaaS or on-premises. You will analyze and investigate technical issues, and 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’s CAD & 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 good 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 for a short span • 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 CAD Software’s. Customization, deployment, and optimization of our CAD applications. 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’s CAD solutions in a mission-critical environment. To do so, you provide high-quality support service to our customers and partners, minimizing their efforts, eliminating risks, and with best support experience. Use of your technical and industry-specific IT or CAD software knowledge to provide extended support activities (technical trainings, webinars, mentoring etc.) Create and publish knowledge articles for re-use by PTC customers, partners and employees. Candidate must demonstrate a willingness to be proactive as well as to independently 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 (ISO 9001:2015) Primary working hours will be in Europe time, however, may need to work in North America hours as part of rotation program for a short span Preferred Skills and Knowledge: Requirements Non-Technical: A strong capacity and desire to develop personalized customer service and 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 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, Networking and Operating Systems. Exposure to functional or hands on knowledge on cloud platforms such Microsoft Azure, Amazon Web Services (AWS) or Google Cloud Platform (GCP) etc. Knowledge of CAD data management tools like PTC Creo®, Pro/Engineer®, Solidworks®, Catia®, NX®, Autodesk® and/or related standards Demonstrated ability to solve analytical problems by maintaining effective and precise investigation, documentation for issues, defects, and customer use cases. Object-Oriented programming background preferably in Java or C/C++ 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: 0-1 years’ hands on experience or practical knowledge in a related support, services, or software development field that comprises of technical and soft skills. Basic Qualifications: Bachelor’s degree in mechanical, Computer Science or Information Systems, Statistics, Mathe