Technical Support Engineer - Remote Eligible

Technical Support Specialist

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.

Your Team

You will be part of a global team delivering exceptional support to customers of PTC's Kepware organization. As a member of our worldwide support network, you'll collaborate with colleagues across regions to provide world-class technical assistance to our clients.

In this role, you'll work closely with services and account teams to ensure customer issues are resolved efficiently and aligned with our sales and service objectives.

This position requires availability during standard business hours in the Pacific Time Zone.

Your Impact

Join a world-class team where you'll provide exceptional support to our customers and partners, working alongside talented professionals across the globe in a highly collaborative environment.

This role is perfect for someone who's eager to learn, collaborate with cross-functional teams, and contribute to real-world IoT solutions.

Your Day-To-Day

You will deliver technical support for PTC's Kepware product to customers by thoroughly investigating reported issues and providing guidance on best practices. Using PTC's case management system, you'll log, track, and manage support cases to ensure timely and effective resolution.

In addition, you'll contribute to our knowledge base by creating and publishing reusable articles for both customers and internal teams. You'll be encouraged to grow your expertise through ongoing training and self-driven learning opportunities.

Success in this role requires a proactive mindset and the ability to take initiative when facing new challenges independently.

Work hours align with standard business hours (Pacific Time). Standup meeting 8am PST every morning.

Your Skills and Knowledge

Proven ability and enthusiasm for developing personalized customer service and communication skills.

Self-motivated and capable of working independently while actively supporting team objectives.

Excellent written & oral communication skills in English (additional language skills are a plus but not mandatory).

Customer-oriented, customer-facing abilities, problem-solving, multitasking and organization skills.

Broad range of troubleshooting skills related to enterprise business applications like application server setup, database management, performance tuning, data analysis, app server configuration, installation, and migration.

Hands-on experience with implementing or supporting client-server architectures and multi-tier applications.

Strong analytical problem-solving skills, with a focus on thorough investigation and precise documentation of technical issues and customer use cases.

Familiarity with network communication protocols and mobile equipment technologies.

Preferred Experience

Database knowledge: Oracle or MySQL, or other DB technologies (PostgreSQL RDBMS, ANSI SQL, InfluxDB, Cassandra, etc.).

Programming experience: Java/JavaScript or Web programming technologies (HTML5, CSS, PHP, etc.).

Understanding of IoT infrastructure, including cloud platforms (preferably Microsoft Azure).

Exposure to RESTful API development and integration.

Awareness of IoT hardware devices and sensors.

Knowledge of industrial PLCs and their communication protocols (e.g., Modbus, OPC-UA).

Experience

0-8 years of experience in providing technical product support solutions for customers.

Bachelor's Degree in Information Technology or relevant work experience.

Recent graduates or candidates with internship or project experience in IoT are also encouraged to apply.

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?