Associate Cloud Support Analyst

Provide Cloud Incident support and advice to customers and partners regarding of our hosted PLM applications (Windchill PDMLink , Windchill ProjectLink etc

) Utilize PTC s case management tool i

e, Salesforce, SNOW, PagerDuty 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 the best support experience

The candidatewill be responsible for the smooth operation of cloud-hosted solutions and will provide or execute resolutions to any incidents reported by the customer or received through internal monitoring

This role is also responsible for restoring normal operations to PTC hosted and SaaS clients as quickly as possible during a critical incident

Use of your technical and industry-specific IT knowledge to provide extended support activities (technical trainings, webinars, mentoring etc

)The candidateshall demonstrate a willingness to be proactive and independently own and take on new challenges

Identify and recommend Cloud and support training opportunities for the team

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 parallelThe confidence, communication, and interpersonal skills to manage and direct customers/partners and during urgent and/or critical situationsThe desire to learn new skills, coach, mentor, and train peers throughout the organization

The ability to work with teammates collaboratively 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, Operating Systems etc

Exposure and hands-on knowledge of cloud platforms or Software as a Service (SaaS) ecosystems such as Microsoft Azure, AWS or cloud, etc

Demonstrated ability to solve analytical problems with maintaining effective and precise investigation, documentation for issues, defects, and customer use cases

Basic Object-Oriented programming background preferably in Java

Good hands on with LinuxAble to produce audience-appropriate technical communications with management, support personnel, and the customers

Preferred Experience:

0-3 years experience with practical knowledge in a related Cloud Service requests , Cloud Incident Management services field that comprises of technical and soft skills

Basic Qualifications:

Bachelor s degree in Computer Science or Engineering, Information Systems similar fields

Experience working with technically diverse teams

Strong verbal and written communication skills for English is required including ability to adapt diverse cultural aspects

Other international languages such as German, French is a plus