APAC ALM Technical Support Engineer
If you are a proven technical engineer who is never settled for technical learning and finds the value from helping others, we have an exciting job for you. PTC is looking for talented, enthusiastic, and career-minded individuals to join our Technical Support Delivery team where you will have the opportunity to work with PTC’s industry leading Application Lifecycle Management (ALM) solution Codebeamer. Technical Support Engineer is a position whose job is to ensure a high level of PTC customer satisfaction by delivering superior technical support services. You will be responsible for the delivery of ALM product support services to our Korean and Chinese customers and partners while working closely in a highly talented and collaborative global expert team. You will assume a combination of responsibilities working with our customers and partners to resolve software issues, address questions, and/or provide guidance on best practices related to PTC’s ALM solution.
As a member of the Technical Support Engineer team, you will have substantial opportunity to grow and advance your career on technical through comprehensive technical and soft skill training programs and project experience.
Primary Responsibilities
Take ownership of customer/partner issues and questions and ensure their resolution
Log issues, questions, defects, and enhancement requests, and track associated statuses and related activities, with PTC’s case and SPR management tools
Research, diagnose, troubleshoot, and identify solutions of customer/partner issues and questions related to installation, configuration, operation, and general best practices of PTC ALM solution
Demonstrate strong accountability to solve complex technical problems in complex technical environments
Assist clients in managing complex IT environments, including maintenance and upgrades
Escalate issues to testers and developers as needed, following escalation protocols
Collaborate effectively with team members to provide technical solutions
Ensure a positive customer experience and solicit feedback
Professionally interact and nurture relationships with customers and cross-functional colleagues
Positively represent him/herself to customers and team members.
Create and enhance a customer-visible knowledge base for re-use by customers and PTC employees
Demonstrate an innovative, proactive, and systematic approach to improve internal processes
Train, mentor, as well as participate in continuous training programs
Ready to assume responsibility for technical topics and local/global project initiatives as needed to evolve organization efficiency
Demonstrate a willingness to be proactive and taking on new challenges and driving up independently
Requirements - Technical Skills
Excellent analytical skills with hands-on experience in a Java/J2EE architecture
J2EE Application server configuration experience with Tomcat and/or Websphere
Windows / UNIX scripting experience
2-3 years of hands on experience for the following technologies: Javascript, CSS, HTML, JQuery, JSON, Struts, spring, JSP and Servlet.
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
1+ year of experience in developing, configuration, maintenance, tuning and troubleshooting stored procedures and SQL on Oracle / SQL Server / DB2
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
Knowledge of machine communication protocols and web services development including use of a REST API.
Knowledge of system and application design.
Knowledge of storage networking/cloud computing
Requirements - Soft Skills
Strong customer loyalty in mind with passion and positive ‘Can do’ attitude
Composure and effective communication in both verbal and written
Strong time-management skill
Entrepreneurial drive and demonstrated ability to take ownership in an innovative and fast-paced environment
Adapts well and is energized by change whilst maintaining focus on business and self-improvement
Chinese and English business writing and oral communication are required
Preferred Experience
Experience in Java, networking, databases
Technical support or related work experience
Domain knowledge in ALM and MBSE
Experience of PTC ALM product Codebeamer is a plus
Korean business writing and oral communication is a plus
Qualification
Bachelor’s degree. 3+ years of experience. Preferred disciplines include Computer Science, Data Science, Mathematics, Engineering, MIS, or equivalent
关于 PTC（纳斯达克股票代码：PTC）
自 1985 年以来，PTC 通过将我们的战略愿景与领先的、经过现场验证的技术相结合，使客户能够在竞争中领先一步。 PTC 技术可帮助公司通过物联网、增强现实、3D 打印、数字孪生和工业 4.0 快速释放物理世界和数字世界融合正在创造的价值。 借助 PTC，全球制造商以及合作伙伴和开发人员的生态系统可以利用当今物理数字融合的这一承诺并推动创新的未来。
热招！亚太ALM 技术支持工程师
如果您从不满足于技术学习，并从帮助他人中找到价值，那么我们为您准备了一份令人兴奋的工作。 PTC 正在寻找有才华、热情和有事业心的人加入我们的技术支持交付团队，在这里您将有机会支持 PTC 行业领先的应用生命周期管理（ALM）解决方案Codebeamer。技术支持工程师的工作是通过提供卓越的技术支持服务来确保 PTC 客户的高满意度。您将负责为我们的韩国和中国客户和合作伙伴提供 ALM 产品的支持服务，同时与一支才华横溢且协作的全球专家团队密切合作。您将承担与我们的客户和合作伙伴合作解决软件问题、解答问题和/或提供与 PTC 的 ALM 解决方案相关的***实践的指导等多种责任。
作为技术支持工程师团队的一员，您将有大量机会通过全面的技术和软技能培训计划以及项目经验来发展和提升您的职业水平。
主要职责
对客户/合作伙伴的问题负责并确保其得到解决
使用 PTC 的案例和 SPR 管理工具记录问题、缺陷和增强请求，并跟踪相关状态和相关活动
研究、诊断、排除故障并确定与 PTC ALM 解决方案的安装、配置、操作和一般***实践相关的客户/合作伙伴问题的解决方案
展示强大的责任感，以解决复杂技术环境中的复杂技术问题
协助客户管理复杂的 IT 环境，包括维护和升级
按照升级协议，根据需要将问题上报给测试人员和开发人员
与团队成员有效协作，提供技术解决方案
确保积极的客户体验并征求反馈
专业地与客户和跨职能同事互动并培养关系
积极地向客户和团队成员展示他/她自己
创建并增强客户可见的知识库，供客户和 PTC 员工重复使用
展示创新、主动和系统的方法来改进内部流程
培训、指导以及参与持续培训计划
准备根据需要承担技术主题和本地/全球项目计划的责任，以提高组织效率
表现出积极主动、接受新挑战和独立提升的意愿
要求 - 技术技能
出色的分析能力和 Java/J2EE 架构的实践经验
Tomcat 和/或 Websphere 的 J2EE 应用程序服务器配置经验
Windows / UNIX 脚本编写经验
拥有 2-3 年以下技术的实践经验：Javascript、CSS、HTML、JQuery、JSON、Struts、spring、JSP 和 Servlet。
对互联网应用技术有深入的了解，包括HTML、XML、互联网协议、网络、防火墙、Web 服务器配置、基于Java 技术的互联网应用架构和互联网安全
1 年以上开发、配置、维护、调优和诊断Oracle / SQL Server / DB2存储过程和 SQL的经验
与软件功能、应用程序服务器设置、数据库管理、数据分析、应用程序服务器配置、性能调整、安装、迁移和升级相关的广泛的故障排除技能
了解机器通信协议和Web 服务开发，包括REST API 的使用
系统和应用程序设计知识
存储网络/云计算知识
要求 - 软技能
以热情和积极的“我能做到”的态度维系强烈的客户忠诚度
冷静和有效的口头和书面沟通
较强的时间管理能力
在创新和快节奏的环境中具有创新动力和表现出主人翁意识
能够很好地适应变化并充满活力，同时保持对业务和自我完善的关注
需要中文和英语进行商务写作和口语交流
首选经验
Java、网络、数据库有关经验
技术支持或相关的工作经验
ALM 和 MBSE 领域的知识
有 PTC ALM 产品 Codebeamer 经验者优先
有韩语商务写作和口语交流能力者优先
资质
学士学位。3年以上工作经验。首选学科包括计算机科学、数据科学、数学、工程、管理信息系统或同等学历
职能类别：技术支持/维护工程师
关键字：英语JavaLinuxL2
英语精通