ALM Technical Support Engineer

About the role

PTC's Technical Support Engineers in its Support Services team provide an enhanced customer experience until customers achieve expected results. They work directly with customers, using deep technical knowledge and strong customer-handling skills to solve problems and ensure high customer satisfaction, within a highly skilled and experienced team and in close cross-functional collaboration.

Key responsibilities

• Provide solutions and/or workarounds to customers in a timely manner
• Work with peers, developers, product owners, management and other departments to deliver successful customer solutions
• Create and improve knowledgebase articles aligned with PTC's KCS best practices and standards, and share knowledge with customers and employees
• Participate in training and workshops as required
• Deliver Success Management services such as weekend support and dedicated engineers

Required profile

• Bachelor's degree in Computer Science, Information Systems or Engineering with 2-4 years of work experience
• Working experience in Japan, understanding of Japanese business culture and customers
• Business Japanese skill and above; good English, fluent English preferred
• Strong troubleshooting and diagnostic ability, exposure to enterprise application suites (networks, databases, servers, web servers)

Required skills

• Troubleshooting enterprise business applications: application server setup, database management, performance tuning, data analysis, installation and migration
• Implementation or support experience with enterprise applications on Java or similar technologies such as .NET
• Knowledge of internet application technologies: HTML, XML, internet protocols, networking, firewalls, web server configuration and Java-based architecture