Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

About PTC
PTC is at the forefront of digital transformation, helping organizations bridge the physical and digital worlds. Our software empowers businesses to improve operations, develop better products, and enable their teams to thrive. With a global workforce of nearly 7,000, we foster a culture of learning, innovation, and inclusion—where every idea matters and every individual is valued.

Role Overview

As a Customer Support Engineer, you will be the first point of contact for customers seeking assistance. You will manage inbound service requests, ensure accurate issue documentation, and coordinate environment upgrades with precision and care. This role demands strong technical acumen, attention to detail, and a customer-first mindset.

Key Responsibilities

• Manage and execute customer environment upgrades with strict adherence to process and quality standards.

• Communicate effectively with customers to gather necessary information and set expectations for successful upgrades.

• Collaborate with internal teams (Support, CCS, ESA) to ensure smooth upgrade planning and execution.

• Troubleshoot and resolve customer issues using documentation, knowledge bases, and technical expertise.

• Handle post-upgrade queries and ensure proper case handoff to support teams.

• Maintain accurate system data related to account upgrades.

• Identify areas for process improvement and contribute to documentation efforts.

• Assist with Tier 2 support cases and participate in central call coverage as needed.

Required Skills & Experience

• 2–4 years of experience in customer-facing roles, preferably in technical support or service desk environments.

• Strong troubleshooting and root cause analysis skills.

• Experience with SaaS platforms and technologies such as XML, Web Services, HTML, Java, and JavaScript.

• Hands-on experience with relational databases (Oracle or SQL Server).

• Exposure to Salesforce CRM is mandatory; familiarity with ITIL, Help Desk, or Service Desk frameworks is a plus.

• Experience supporting mobile applications across iOS, Android, and Windows platforms.

• Excellent communication skills—both written and verbal.

• Ability to work independently and manage multiple tasks in a remote, distributed team environment.

• Flexibility to work extended hours and weekends as needed.

• Strong time management, prioritization, and attention to detail.

• Experience with case management systems (preferably SFDC) and reporting tools.

Preferred Qualifications

• Salesforce Administrator certification or equivalent hands-on experience.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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