MarthasVineyardRecruiter Since 2001
the smart solution for Marthas Vineyard jobs

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., Marthas Vineyard , Principal Technical Support Engineer , Computer , Needham, MA, Massachusetts

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest Massachusetts jobs by following @recnetMA on Twitter!

Marthas Vineyard RSS job feeds