ALM Technical Support Engineer

Primary Responsibilities:

• Ensure customer success by providing solutions and/or workarounds in a timely manner
• Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions
• Ensure continuous knowledge transfer for customers and PTC employees by creating and improving knowledgebase articles that are aligned with our KCS best practices and standards
• Take responsibility for continuous improvement and development by participating in training/workshops as required
• Deliver Success Management services like weekend support, dedicated engineer, and so on

Requirements – Non-Technical:

• Confidence, communication, and interpersonal skills to lead customers, both verbal and written.
• Ability to manage multiple urgent issues in parallel
• Ability to work with team members, management, and cross-functionally to achieve a mission
• Willingness to be proactive and take on new challenges.
• Ability to speak English and Japanese well.
• Customer mindset and passion for excellence.

Requirements –Technical:

• Broad range of troubleshooting skills related to enterprise business applications like application server setup, database management, performance tuning, data analysis, app server configuration, installation, migration, and so on
• Experience in implementation or support of enterprise business applications on Java technology or other like .Net technology
• 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

Criteria:

• Exposure to implementation, support, consulting, or development in enterprise business applications.
• Strong troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations
• Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization)
• Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible

Experience and Education:

• Business Japanese Skill and Above.
• Working Experience in Japan. Understand Japanese Business culture and Japanese Customers.
• Ideal candidates will have a bachelor’s degree in Computer Science, Information Systems, or Engineering with 2-4 years of work experience
• Good English skill, fluent English is preferred