Senior Technical Support Specialist

About the role

PTC is a global software company enabling digital transformation for manufacturers by bringing the physical and digital worlds together. As a Senior Technical Support Specialist within the Servigistics Support organization, you will act as a key technical advisor and escalation point, leading complex troubleshooting, mentoring junior engineers, and partnering cross-functionally with engineering and product teams to ensure seamless support delivery. Based in Gurgaon, India, this full-time role requires availability for 24x7 rotational shifts and weekend support when scheduled.

What you’ll do

• Serve as the primary technical contact for high-priority and complex customer escalations
• Lead resolution of mission-critical issues involving product functionality, performance, and deployment
• Partner with global cross-functional teams to ensure holistic and timely resolution of customer challenges
• Proactively identify and drive improvements in support processes and product usability
• Contribute to and review KCS-aligned knowledge articles and promote customer self-service strategies
• Collaborate with product and engineering teams to influence product roadmap based on customer feedback and insights
• Mentor and guide junior technical support engineers; provide coaching and best practices
• Represent support in customer meetings, escalations, and business reviews

What you’ll bring

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field
• 6+ years of relevant technical support, implementation, or consulting experience in enterprise software
• Strong experience diagnosing and resolving enterprise-grade application issues across web, application, and database layers
• Deep expertise in SQL (Oracle and SQL Server) with ability to write and optimize complex queries
• Hands-on experience with ETL tools (Informatica, IICS, Kettle/Pentaho) and resolving batch job failures
• Solid understanding of open-source web technologies such as Apache Tomcat and Apache Web Server
• Experience in performance tuning, server configuration, log analysis, and application scalability
• Proven ability to work independently under pressure while managing multiple complex issues

Nice to have

• Experience with UNIX/Linux environments and command-line utilities
• Knowledge of cloud platforms such as AWS including services S3
• Exposure to machine learning concepts and their integration within enterprise systems
• Excellent written and verbal communication skills; able to interact confidently with senior stakeholders

Skills

Benefits

• Best-in-class insurance
• Employee stock purchase plan and RSUs
• Generous PTO and paid parental leave
• Flexible work hours and no probation clause
• Career growth opportunities and higher education support

Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or related field