Senior Technical Support Engineer at PTC

San Ramon, California, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Salesforce Administration, Communication Skills, Client Interfacing, Relational Database Management, SaaS Applications, XML, Web Services, HTML, Java, JavaScript, Coding, Mobile Applications, Field Service Applications, AWS, Knowledge Articles

Industry

Software Development

Description

Deliver world class maintenance and support services to ServiceMax customers. 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. Primarily focus on resolving customer cases, developing knowledge as a result of case closure. Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner. Advocate / be the voice of the customer withing 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 your 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. 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 communication skills, both written and verbal 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. Must be able to work in a remote environment. 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 Ability to commute to office either in Seaport Boston MA, Shoreview Minnesota or San Ramon, CA 2 days a week. Bachelor's degree in information technology or relevant work experience. Experience with cloud delivery platforms, with AWS experience a plus 3 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications and or the equivalent number of years supporting/implementing FS applications. ServiceMax product experience is a plus, but not mandatory

Responsibilities

Deliver maintenance and support services to ServiceMax customers by troubleshooting and resolving technical support cases. Advocate for the customer within ServiceMax and manage client relationships while ensuring case closure and customer satisfaction.