PTC

Senior Technical Support Engineer

PTC

full-time

Posted on:

Location Type: Hybrid

Location: San Ramon • California • 🇺🇸 United States

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Salary

💰 $72,000 - $100,000 per year

Job Level

Senior

Tech Stack

AndroidiOSJavaJavaScriptOracleRDBMSSQL

About the role

  • Deliver world class maintenance and support services to ServiceMax customers.
  • Assist ServiceMax customers in using and resolving day-to-day product questions for the ServiceMax Field Service products.
  • Resolve customer issues in a high-quality manner, measured through customer satisfaction.
  • Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve, in a satisfactory manner.
  • Service customers by logging, replicating, troubleshooting and resolving technical support cases.
  • Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by ServiceMax.
  • Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner.
  • Advocate / be the voice of the customer within ServiceMax.
  • Manage the client relationship for ServiceMax and support new business development activities.
  • Engage with customers to reactively and proactively, address requests for service.
  • Assisting the team members in the on time closure of any outstanding customer cases as needed.
  • Continuous management and upkeep of Customer.
  • Meet or exceed the SLA’s, Case Quality and Customer Satisfaction (CSAT) score per the company standards.
  • Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities.
  • Assess the business impact of customer issue raised and update the stakeholders about such impact.
  • Create Knowledge articles and peer review of articles for resolved customer issues.

Requirements

  • 5-7 years of experience in providing technical product support solutions for customers
  • 5-7 years of Information Technology experience.
  • Demonstrated proficiency configuring or administering a Salesforce environment.
  • Salesforce Administration certification ADM201 or ADX201.
  • Strong client interfacing skills
  • Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred) or SOQL.
  • Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript.
  • 2+ years of experience Coding, testing and debugging applications programs.
  • 2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile
  • Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
  • Ability to adjust your work schedule to cover extended hours and weekends.
  • Ability to work independently and be a self-starter
  • Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
  • Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences
Benefits
  • Medical, dental and vision insurance
  • Paid time off and sick leave
  • Tuition reimbursement
  • 401(k) contributions and employer match
  • Flexible spending accounts
  • Life insurance
  • Disability coverage
  • Generous commuter subsidy

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical product supportSalesforce configurationSalesforce administrationRelational Database Management SystemSOQLXMLWeb ServicesHTMLJavaJavaScript
Soft skills
client interfacingcommunicationproblem-solvingindependenceself-starterpresentation skillsteam collaborationadaptabilitycustomer advocacymulti-tasking
Certifications
Salesforce Administration ADM201Salesforce Administration ADX201