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.
Standard Work Shift: Tuesday to Saturday, 8am - 5pm
Role Overview
As a Technical Support Analyst, you will assist customers in their digital transformation journeys by providing product and application support for our SaaS and cloud-based Arena PLM/QMS solutions. You will collaborate with internal teams to ensure timely and effective resolution of customer issues.
Key Responsibilities
- Deliver high-quality customer service and technical support across all customer interactions.
- Respond to customer inquiries and technical questions related to Arena software within defined service levels.
- Develop and maintain a deep understanding of Arena applications, modules, and features.
- Investigate and reproduce reported issues, document cases, and provide workarounds when necessary.
- Analyze support cases for escalation needs and drive resolution to completion.
- Create and maintain knowledge base articles for internal and external use.
- Engage with customers through community forums to address questions and share insights.
Skills & Knowledge
- Strong problem-solving skills and customer-oriented mindset.
- Experience in technical support, troubleshooting, and issue resolution for external customers.
- Familiarity with PLM/QMS platforms is a plus.
- Experience with tools such as Salesforce and Jira is advantageous.
- Exposure to SaaS or cloud-based technologies preferred.
Basic Qualifications
- Bachelor’s or Master’s degree in Computer Science or related field (or equivalent experience).
- 5+ years of experience in technical support, technical sales, or software implementation for web-based tools.
- Strong customer empathy and service-oriented attitude.
- Ability to manage multiple tasks and perform effectively under pressure.
- Detail-oriented and capable of working independently with minimal supervision.
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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