Senior Technical Support Engineer -San Ramon, CA Technical Support Posted

Position: Senior Technical Support Engineer USA-San Ramon, CA + 1 more Technical Support Posted a day ago
Remote## Senior Technical Support Engineer

USA-San Ramon, CAOur 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.
** Sr. Technical Customer Support Engineer-Service Max
**** Preferred locations:
Boston, MA-San Ramon, CA
- Shoreview, MN (Hybrid)
** Role

Summary:

* Deliver world class maintenance and support services to Service Max customers.  With your excellent technical and troubleshooting skills with mission critical SaaS applications, assist Service Max customers in using and resolving day-to-day product questions for the Service Max Field Service products.  Using your excellent communication, you will resolve customer issues in a high-quality manner, measured through customer satisfaction. The Technical Customer Support Engineer acts as the first point of contact for all Service Max Customers.  

Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve, in a satisfactory manner.
** Job Responsibilities
*** 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 Service Max.
* 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 Service Max.
* Manage the client relationship for Service Max 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 Service Max 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.
** Skills/Experience – Required
*** 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 ADM
201 or ADX
201.
* 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
** Skills/Experience -…