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 Kettle 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 everyones needs to resolve a given situation as quickly as possible Basic Qualifications Bachelors degree in Computer Science Information Systems or Engineering with 1 6 to 2 5 years of work experience Why PTC With a culture that is innovative inclusive and inspiring PTC is the perfect place to build a fulfilling career We are a diverse ecosystem of more than 6 000 employees worldwide who are making an impact on the industry and on the world We are passionate ambitious and bold We embrace change and celebrate employees who are challenging the status quo Innovation happens every day and within every team at PTC We are curious lifelong learners who also like to have fun 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 and Affirmative Action 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 identity disability or veteran status Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you If you share our passion for problem-solving through innovation youll likely become just as passionate about the PTC experience as we are Are you ready to explore your next career move with usWe 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