Technical Support Specialist

About PTC:

Role Overview:

As a Technical Support Specialist , you will serve as a key technical advisor and escalation point within the Servigistics Support organization. You will bring your rich industry experience to drive strategic customer success, mentor junior team members, and lead complex troubleshooting efforts. You will work cross-functionally with engineering, product management, and customer teams to ensure seamless and proactive technical support delivery.

Key Responsibilities:

• Serve as the primary technical contact for high-priority and complex customer escalations.
• Lead resolution of mission-critical issues involving product functionality, performance, and deployment.
• Partner with global cross-functional teams to ensure holistic and timely resolution of customer challenges.
• Proactively identify and drive improvements in support processes and product usability.
• Contribute to and review KCS-aligned knowledge articles and promote customer self-service strategies.
• Collaborate with product and engineering teams to influence product roadmap based on customer feedback and insights.
• Mentor and guide junior technical support engineers; provide coaching and best practices.
• Represent support in customer meetings, escalations, and business reviews.
• Maintain high SLA compliance for enterprise customers with complex environments.
• Available to work 24x7 on rotational basics and willingness to support weekend shifts when scheduled ensuring readiness for global support needs.

Required Skills & Competencies:

• Strong experience in diagnosing and resolving enterprise-grade application issues across multiple layers (web, application, and database).
• Deep expertise in SQL (Oracle and SQL Server), with ability to write and optimize complex queries.
• Hands-on experience with ETL tools (Informatica, IICS, Kettle/Pentaho) and resolving batch job failures.
• Solid understanding of open-source web technologies such as Apache Tomcat and Apache Web Server.
• Experience in performance tuning, server configuration, log analysis, and application scalability.
• Knowledge of Java-based enterprise applications and implementation or support lifecycle.
• Familiarity with enterprise IT environments (networks, load balancing, security protocols, integrations).
• Proven ability to work independently under pressure while managing multiple complex issues.

Preferred Qualifications:

• Experience with UNIX/Linux environments and command-line utilities.
• Knowledge of cloud platforms such as AWS including services S3.
• Exposure to machine learning concepts and their integration within enterprise systems
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 2-5 years of relevant technical support, implementation, or consulting experience in enterprise software.
• Excellent written and verbal communication skills; able to interact confidently with senior stakeholders.