Job
Description
About PTC (NASDAQ: PTC) 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 dont just imagine a better world, we enable it. Job Title- Product Specialist ( Technical Support Engineer) Job Location: Gurgaon About Role: In this role, you will be a trusted technical advisor to our customers and management. You will be working with a highly skilled and experienced Servigistics Technical Support team who are the voice of our customers. You will work cross-functionally; advocating on the customers behalf to ensure a positive customer experience. Day-To-Day: Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations Provide solutions and/or workarounds to resolve difficult/complex technical issues Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions Provide support for customer escalated cases, if required Ensure continuous knowledge transfer and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards Take responsibility for continuous improvement and development by participating in training/workshops as required Manage assigned cases; utilizing Sales Force to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables Practice and support our ISO 9000 processes Provide backline support by collaborating, assisting, and sharing knowledge with local and cross functional teams as needed Work with peers worldwide to provide first class support for mission-critical customer issue Address enterprise down situations with utmost priority to ensure high availability of Application services provided to customers as per the defined SLA.. Preferred Skills and Knowledge: Experience with SQL for Oracle and SQL Server databases Working knowledge of ETL tools like Informatica/IICS/Kettle (Pentaho Data Integration) to help resolve issues with the nightly batch jobs. Experience with Open-Source Technology (such as Apache Web-Server, Apache Tomcat) Solid understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security Broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, app server configuration, performance tuning, installation, migration, and upgrades Experience in implementation or support of enterprise business applications on Java technology Preferred Experience: Available to work 24x7 and willingness to support weekend shifts when scheduled Exposure to implementation, support, consulting, or development in enterprise business applications. Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware) Able to develop a coherent plan of action that meets everyone s needs to resolve a given situation as quickly as possible Basic Qualifications: Bachelor s degree in Computer Science, Information Technology, or Engineering with 1.5 to 3 years of work experience.
