Product 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.

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 don't 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.

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?

We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."