Principal Technical Support Engineer
Company: PTC Inc.
Location: Needham, MA
Posted on: June 21, 2018
Job Description:
Resolves customer cases complying with ISO 9001 quality
objectives and processes. Provides on-site technical assistance and support
for customers. Contributes to team success by assisting management,
sharing technical knowledge, and servicing customers. Develops,
provides, and documents solutions and workarounds for customer problems
following Knowledge Centered Support (KCS) “best practices.” Drives
regional communication between Technical Support (TS) and Research &
Development (R&D). Provides in-office or backline support during
weekends with minimum R&D assistance and management supervision. Supports planned
engagements based on customer requests. Assists peers with existing cases
and completes weekend project assignments. Investigates all
backline escalations, supports issues at the product code level, and
provides recommendations to customers on workarounds or to R&D for
corrective maintenance. Drives the adoption of TS tools, training, and ISO
processes. Identifies, develops, and drives continuous improvements to TS
processes, technologies, and knowledge, playing a key role in strategic
initiatives and committees. Drives significant product improvements with
R&D, Product Management or Technical Publications. Coaches mentees on active
case processing and quality service mindset, with regular follow-up
meetings to discuss progress. Provides regular feedback to mentee management
to ensure completion of assigned training and certification. Owns,
develops, and shares TS mentoring guidelines and processes. Validates
articles, performs Article Quality Indices (AQI), and provides constructive
feedback to managers and TS Engineers to continuously improve KCS
documentation quality. Provides feedback to management and the KCS council
concerning program definition and strategic KCS improvements. Stimulates
static discussions by clarifying problems and creating public “calls to
action.” Validates solutions proposed by customers and complements them
with references to PTC’s TS Knowledge Base. Requirements: Master's degree in computer science, electrical
engineering, mechanical engineering, physics, mathematics or related field
(willing to accept foreign education equivalent) plus 3 years of experience
providing technical support for Java web-based enterprise applications.
Or, alternatively, a Bachelor's degree and 5 years of experience of
experience providing technical support for Java web-based enterprise
applications. Specific skills/other requirements – experience must include the
following: 3 years of experience implementing, supporting, consulting, and
developing enterprise business applications on Java and other web-related
technologies including .Net, JSP, and Struts; 1 year of experience working
with diagnostic utilities and leveraging enterprise application
suites, including networks, database configuration, server
configuration, Web Server optimization, load balancing hardware, and SQL tuning
to troubleshoot complex customer issues; 3 years of experience
providing enterprise support capability (including resolving critical
enterprise issues, working with several customers concurrently, and
communicating with stakeholders within technical projects) to external customers;
and, 3 years of experience providing support for CAD tools. Send resume to resumes@ptc.com and include job title and “Job
Code GCVA” in the subject line.
Keywords: PTC Inc., Chelsea , Principal Technical Support Engineer , Computer , Needham, MA, Massachusetts
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