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Principal Technical Support Engineer

Company: PTC Inc.
Location: Needham, MA
Posted on: June 21, 2018

Job Description:

Resolves customer cases complying with ISO 9001 quality objectives and
processes. Provides on-site technical assistance and support for
customers. Contributes to team success by assisting management, sharing
technical knowledge, and servicing customers. Develops, provides, and
documents solutions and workarounds for customer problems following
Knowledge Centered Support (KCS) “best practices.” Drives regional
communication between Technical Support (TS) and Research & Development
(R&D). Provides in-office or backline support during weekends with minimum
R&D assistance and management supervision. Supports planned engagements
based on customer requests. Assists peers with existing cases and
completes weekend project assignments. Investigates all backline
escalations, supports issues at the product code level, and provides
recommendations to customers on workarounds or to R&D for corrective
maintenance. Drives the adoption of TS tools, training, and ISO processes.
Identifies, develops, and drives continuous improvements to TS processes,
technologies, and knowledge, playing a key role in strategic initiatives
and committees. Drives significant product improvements with R&D, Product
Management or Technical Publications. Coaches mentees on active case
processing and quality service mindset, with regular follow-up meetings to
discuss progress. Provides regular feedback to mentee management to ensure
completion of assigned training and certification. Owns, develops, and
shares TS mentoring guidelines and processes. Validates articles, performs
Article Quality Indices (AQI), and provides constructive feedback to
managers and TS Engineers to continuously improve KCS documentation
quality. Provides feedback to management and the KCS council concerning
program definition and strategic KCS improvements. Stimulates static
discussions by clarifying problems and creating public “calls to action.”
Validates solutions proposed by customers and complements them with
references to PTC’s TS Knowledge Base.

Requirements: Master's degree in computer science, electrical engineering,
mechanical engineering, physics, mathematics or related field (willing to
accept foreign education equivalent) plus 3 years of experience providing
technical support for Java web-based enterprise applications. Or,
alternatively, a Bachelor's degree and 5 years of experience of experience
providing technical support for Java web-based enterprise applications.

Specific skills/other requirements – experience must include the following:
3 years of experience implementing, supporting, consulting, and developing
enterprise business applications on Java and other web-related technologies
including .Net, JSP, and Struts; 1 year of experience working with
diagnostic utilities and leveraging enterprise application suites,
including networks, database configuration, server configuration, Web
Server optimization, load balancing hardware, and SQL tuning to
troubleshoot complex customer issues; 3 years of experience providing
enterprise support capability (including resolving critical enterprise
issues, working with several customers concurrently, and communicating with
stakeholders within technical projects) to external customers; and, 3 years
of experience providing support for CAD tools.

Send resume to and include job title and “Job Code GCVA” in
the subject line.

Keywords: PTC Inc., Boston , Principal Technical Support Engineer , Computer , Needham, MA, Massachusetts

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