Technical Support Analyst

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.  

Technical Support Analyst-Hybrid- San Mateo

PTC enables global manufacturers to realize double-digit impact with software solutions that enable them to accelerate product and service innovation, improve operational efficiency, and increase workforce productivity. In combination with an extensive partner network, PTC provides customers flexibility in how its technology can be deployed to drive digital transformation – on premises, in the cloud, or via its pure SaaS platform. At PTC, we don't just imagine a better world, we enable it.

Are you looking for a new opportunity and rewarding career?

With Arena, a PTC Business, we help high tech manufacturers and medical device companies create products that change the world. Our cloud-based product lifecycle management (PLM) and quality management software (QMS)is used by product innovators like Nutanix, Bio-Rad, Sonos, Teleflex, and Citrix.

Join our team and you will thrive in an award-winning workplace that fosters a work-life balance. At Arena we focus on helping people identify their strengths to better their career every day, to grow and learn both personally and professionally.

Technical Support Analyst help customers in their digital transformation journeys (SaaS / Cloud / Data Management), providing product and application support services to our SaaS-based & Cloud-based Arena PLM/QMS customers and Partners. To be successful, you will work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals.

Day-To-Day:

• You will provide high-level customer service on consistent basis across all customers working collaboratively
• You will field and respond to customer requests and technical questions related to Arena software applications within the given SLA
• You will develop and maintain a deep understanding of Arena applications, modules, and features as well as other new technology
• You will investigate and reproduce customer reported issues, create corresponding support cases, and provide appropriate workarounds when needed.
• You will analyze customer support cases for response type, escalation management and driving issues through completion.
• You will create and publish knowledge articles for re-use by customers and PTC employees
• You will contribute to our customers questions on the SaaS forums in the PTC community

Skills and Knowledge:

• Customer-oriented problem-solver and self-reliant
• Experience in a technical support organization analyzing, researching, testing and resolving technical issues for external customers preferred
• Familiarity with PLM/QMS platform and methodology a plus
• Experience with Salesforce and Jira a plus
• Professional experience or personal projects with SaaS-based or Cloud-based technologies preferred

Basic Qualifications:

• Bachelor’s / Master’s Degree with Computer Science or equivalent
• 5+ years of operational experience in Technical Support, Technical Sales or Software implementation for web-based tools
• Must possess strong customer empathy with solid service-oriented attitude and mindset
• Ability to multi-task and perform effectively under pressure
• Detail oriented with the ability to perform at high-level independently with little supervision
• Excellent written & oral communication skills in English
• Ability to commute to San Mateo office 1-2 days a week.

Clearance: To comply with U.S. federal government security requirements, U.S. citizenship or Green Card is required, and your employment will be conditioned upon obtaining the Public Trust Verification.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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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