Technical Support Analyst - Arena

Technical Support Analyst-Hybrid- San Mateo

PTC enables global manufacturers to realize double-digit impact with software solutions that enable them to accelerate product and service innovation, improve operational efficiency, and increase workforce productivity. In combination with an extensive partner network, PTC provides customers flexibility in how its technology can be deployed to drive digital transformation – on premises, in the cloud, or via its pure SaaS platform. At PTC, we don't just imagine a better world, we enable it.

Are you looking for a new opportunity and rewarding career?

With Arena, a PTC Business, we help high tech manufacturers and medical device companies create products that change the world. Our cloud-based product lifecycle management (PLM) and quality management software (QMS) is used by product innovators like Nutanix, Bio-Rad, Sonos, Teleflex, and Citrix.

Join our team and you will thrive in an award-winning workplace that fosters a work-life balance. At Arena we focus on helping people identify their strengths to better their career every day, to grow and learn both personally and professionally.

Technical Support Analyst help customers in their digital transformation journeys (SaaS / Cloud / Data Management), providing product and application support services to our SaaS-based & Cloud-based Arena PLM/QMS customers and Partners. To be successful, you will work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.

Day-to-day:

• You will provide high-level customer service on a consistent basis across all customers working collaboratively.
• You will field and respond to customer requests and technical questions related to Arena software applications within the given SLA.
• You will develop and maintain a deep understanding of Arena applications, modules, and features as well as other new technology.
• You will investigate and reproduce customer-reported issues, create corresponding support cases, and provide appropriate workarounds when needed.
• You will analyze customer support cases for response type, escalation management, and driving issues through completion.
• You will create and publish knowledge articles for re-use by customers and PTC employees.
• You will contribute to our customers' questions on the SaaS forums in the PTC community.

Skills and knowledge:

• Customer-oriented problem-solver and self-reliant.
• Experience in a technical support organization analyzing, researching, testing and resolving technical issues for external customers preferred.
• Familiarity with PLM/QMS platform and methodology a plus.
• Experience with Salesforce and Jira a plus.
• Professional experience or personal projects with SaaS-based or Cloud-based technologies preferred.

Basic Qualifications:

• Bachelor's / Master's Degree with Computer Science or equivalent.
• 5+ years of operational experience in Technical Support, Technical Sales or Software implementation for web-based tools.
• Must possess strong customer empathy with a solid service-oriented attitude and mindset.
• Ability to multi-task and perform effectively under pressure.
• Detail oriented with the ability to perform at a high level independently with little supervision.
• Excellent written & oral communication skills in English.
• Ability to commute to San Mateo office 2-3 days a week.

Additional Details:

PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $70,000-82,000. The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC's benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage.

Note: PTC benefits programs are subject to eligibility requirements.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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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