Product Technology Lead (Technical Support)

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.    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.    <u