Associate Technical Support Specialist

Pilot Thomas Logistics•Boston, MA

6d•Hybrid

About The Position

Join our dynamic Windchill PLM support team, where collaboration and customer focus are at the heart of everything we do. You will work closely with our customers and the PTC product development team to resolve software issues, ensuring a seamless and positive experience. Our organization is dedicated to providing an exceptional customer experience, helping customers achieve their goals and exceed their expectations. We combine strong product expertise with excellent customer service techniques to deliver outstanding results.

Requirements

Familiarity with Java, SQL, and other modern programming languages.
Exposure to installing, configuring, and administering web-based applications, relational databases, and open-source projects (e.g., Apache Web-Server, Apache Tomcat, OpenDS).
Ability to quickly adapt to new technologies.
Exposure to enterprise business applications on Java and other web-related technologies.
Basic diagnostic skills to optimize complex applications to meet customer expectations.
Familiarity with enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware).
Ability to develop a coherent plan of action to resolve issues quickly and effectively.
Bachelor’s Degree in Computer Science, Information Systems, or Engineering with 0-2 years of work experience.
US Citizenship or Permanent Residency and ability to obtain a Security level clearance.
Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.

Nice To Haves

Strong desire to develop customer service and communication skills.
Ability to understand customer needs, exercise empathy, and guide customer expectations.
Manage multiple urgent issues simultaneously.
Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
Team-oriented mindset to achieve shared goals.
Availability to work off-hours and weekend shifts.

Responsibilities

Collaborate with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose and resolve software issues related to deployment, customization, or operation of PTC’s products.
Document solutions and provide on-site assistance for complex customer issues, using a customer-centric approach.
Ensure easy access for customers via their preferred channels (phone, email, desktop sharing, etc.) and strive to find the best solutions (defect fixes, workarounds, alternative approaches).
Work with global offices to provide first-class support for mission-critical customers.