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.  

The Support Services Department is committed to enhancing the customer experience at every stage of the interaction journey. Technical Support Engineers utilize their product knowledge and technical expertise to resolve customer issues, identify complex problems, effectively troubleshoot, and recommend appropriate solutions. They oversee the resolution of customer challenges, collaborating with both internal and external stakeholders to ensure customer satisfaction. This role primarily supports customers in Japan, acting as a trusted technical advisor.

Main Responsibilities

• Respond to technical inquiries from customers via phone, email, and web.
• Troubleshoot product issues and recommend effective solutions.
• Manage cases and update progress using Salesforce.
• Create documentation based on Knowledge-Centered Service (KCS) to share knowledge and enable customer self-resolution.
• Collaborate with domestic and international teams to resolve mission-critical issues.
• Provide emergency responses to ensure high availability of application services in accordance with Service Level Agreements
• Work with development teams, product owners, and management to deliver optimal solutions to customers.
• Handle escalated cases

Additional Duties

• Continuously develop skills through online and instructor-led training.
• Practice and improve ISO 9000 processes.

Qualifications (Non-Technical)

• Strong commitment to improving customer service and communication skills.
• Ability to empathize with customers and manage expectations effectively.
• Skilled at multitasking to handle multiple urgent cases at once.
• Confident with strong interpersonal skills to lead in critical customer situations.
• Capable of collaborating efficiently with teams, management, and other departments to meet goals.
• Passionate about resolving customer issues.
• Positive attitude toward learning new technologies and gaining knowledge.

Qualifications (Technical)

Required:

• Experience in implementing or supporting enterprise applications using Java or .NET.
• Strong understanding of Java application architecture.
• Practical experience with SQL in databases such as Oracle or SQL Server (3+ years).
• Advanced knowledge of HTML and web server configuration.
• Understanding of internet security (SSL, Firewall, etc.).
• Basic knowledge of XML, SOAP, and JSON.

Preferred:

• Experience with Linux or relevant certifications.
• Basic knowledge of source code management using Git.
• Familiarity with authentication technologies (Basic, Form, SSO).
• Understanding of Directory Services (Active Directory, LDAP).
• Basic knowledge of Docker.

Career Path & Growth Support

• Gain product knowledge and customer service skills through on-the-job and internal training after joining.
• Opportunities to become a team leader or participate in global projects based on performance.
• Regular one-on-one meetings, career development discussions, and consultations.

Experience, Language, Education

• Japanese: Business-level proficiency is required for customer service and internal communication.
• English: Proficiency in reading, writing, and conversation is preferred (TOEIC score of 700 or higher is welcome; used for collaboration with overseas teams).
• Experience in technical support, consulting, or technical SE roles is preferred.
• Experience in ALM industries is a plus.

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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