PTC is hiring an Associate Technical Support Specialist to support customers using PTC’s Windchill PLM platform. You’ll work as part of the Windchill PLM support team, partnering with both customers and PTC product teams to troubleshoot and resolve software issues tied to deployment, customization, or day-to-day operation.
This hybrid role in Boston is built around customer collaboration, clear communication, and dependable follow-through. You’ll help diagnose problems with the teams that implement and maintain PTC solutions, document resolutions, and coordinate with global offices to support mission-critical environments.
What you’ll do
- 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 products.
- Document solutions and provide on-site assistance for complex customer issues using a customer-centric approach.
- Support customers through their preferred channels, such as phone, email, and desktop sharing, while working toward the best path forward (defect fixes, workarounds, or alternative approaches).
- Partner with global offices to deliver first-class support for mission-critical customers.
Key requirements
- Strong motivation to grow customer service and communication capabilities.
- Ability to understand customer needs, show empathy, and help guide customer expectations.
- Capability to manage multiple urgent issues at the same time.
- Confidence, communication, and interpersonal skills to lead customers during urgent or critical situations.
- Team-oriented mindset aligned to shared goals.
- Availability to work off-hours and weekend shifts.
- Familiarity with Java and SQL, along with other modern programming languages.
- Exposure to installing, configuring, and administering web-based applications, relational databases, and open-source projects such as Apache Web-Server, Apache Tomcat, and OpenDS.
- Ability to adapt quickly to new technologies.
- Exposure to enterprise business applications on Java and other web-related technologies.
- Basic diagnostic skills to help optimize complex applications to meet customer expectations.
- Familiarity with enterprise application suites including networks, database configuration, server configuration, web server optimization, and 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.
Technologies you may work with
- Java
- SQL
- Apache Web-Server
- Apache Tomcat
- OpenDS
Compensation and location
Salary: USD 55,000 - 65,000 per year.
Location: Boston, MA (Hybrid: 3x/week).
Benefits
- Performance-based bonus
- Employee Share Purchase Program (ESPP) to become a PTC shareholder through discounted PTC stock purchases
- Equity programs (if eligible)
- 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
- Commuter subsidy (if the employee is office-assigned)
Work authorization: This position is not eligible for employment-based immigration sponsorship. Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.
Hiring timeline: PTC recruits on a rolling basis, considering candidates as they apply until the role is filled.
