Senior Product Specialist

Overview

Trusted technical advisor to PTC customers and management, working with the Servigistics Technical Support team to resolve customer issues and advocate for a positive customer experience.

What you'll do

• Ensure customer success by owning customer issues and advocating on their behalf to meet or exceed expectations
• Provide solutions and/or workarounds to resolve difficult or complex technical issues
• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions
• Provide support for customer escalated cases, if required
• Ensure continuous knowledge transfer and customer self-help by documenting developed solutions aligned with KCS best practices and standards
• Take responsibility for continuous improvement and development by participating in training and workshops as required
• Manage assigned cases using Sales Force to track, document, monitor, and communicate customer expectations, issues, status, action items, and deliverables
• Practice and support ISO 9000 processes
• Provide backline support by collaborating, assisting, and sharing knowledge with local and cross-functional teams as needed
• Work with peers worldwide to provide first-class support for mission-critical customer issues
• Address enterprise down situations with utmost priority to ensure high availability of application services as per the defined SLA

What you'll need

• Bachelor's degree in Computer Science, Information Technology, or Engineering with 1.5 to 3 years of work experience

Nice to have

• Experience with SQL for Oracle and SQL Server databases
• Working knowledge of ETL tools such as Informatica/IICS/Kettle (Pentaho Data Integration) to help resolve issues with nightly batch jobs
• Experience with open-source technology such as Apache Web Server and Apache Tomcat
• Solid understanding of Internet application technologies, including HTML, XML, Internet protocols, networking, firewalls, web server configurations, Internet application architectures based upon Java technology, and Internet security
• Broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, app server configuration, performance tuning, installation, migration, and upgrades
• Experience in implementation or support of enterprise business applications on Java technology
• Available to work 24x7 and willing to support weekend shifts when scheduled
• Exposure to implementation, support, consulting, or development in enterprise business applications
• Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize product performance to customer expectations
• Exposure to enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware)
• Able to develop a coherent plan of action that meets everyone's needs to resolve a given situation as quickly as possible

Details

• Location: Gurgaon, India
• Work mode: Hybrid
• Available to work 24x7 with weekend shifts when scheduled