Technical Support Analyst - Arena

PTC
life insurance, vision insurance, paid time off, sick time, tuition reimbursement, 401(k)
United States, California, Foster City
Oct 20, 2025
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. Technical Support Analyst-Hybrid- San Mateo PTC enables global manufacturers to realize double-digit impact with software solutions that enable them to accelerate product and service innovation, improve operational efficiency, and increase workforce productivity. In combination with an extensive partner network, PTC provides customers flexibility in how its technology can be deployed to drive digital transformation - on premises, in the cloud, or via its pure SaaS platform. At PTC, we don't just imagine a better world, we enable it. Are you looking for a new opportunity and rewarding career? WithArena,a PTC Business,we help high tech manufacturers and medical device companies create products that change the world. Our cloud-based product lifecycle management (PLM) and quality managementsoftware (QMS)is used by product innovators like Nutanix, Bio-Rad, Sonos, Teleflex, and Citrix. Join our team and you will thrive in an award-winning workplace that fosters a work-life balance. At Arena we focus on helping people identify their strengths to better their career every day, to grow and learn both personally and professionally. Technical SupportAnalysthelp customers in their digital transformation journeys (SaaS / Cloud / Data Management), providing product and application support services to our SaaS-based & Cloud-based Arena PLM/QMScustomers and Partners. To be successful, you will work closely with services and account teams to ensure all issues are handled effectively to meet sales and services goals. Day-To-Day: You will provide high-level customer service on consistent basis across all customers working collaboratively You will field and respond to customer requests and technical questions related to Arena software applications within the given SLA You will develop and maintain a deep understanding of Arena applications, modules, and features as well as other new technology You will investigate and reproduce customer reported issues, create corresponding supportcases,and provide appropriate workarounds when needed. You will analyze customer support cases for response type, escalation management and driving issues through completion. You will create and publish knowledge articles for re-use by customers and PTC employees You will contribute to our customers questions on the SaaS forums in the PTC community Skills and Knowledge: Customer-oriented problem-solver and self-reliant Experience in a technical support organization analyzing, researching,testingand resolving technical issues for external customers preferred Familiarity with PLM/QMS platform and methodology a plus Experience with Salesforce and Jira a plus Professional experience or personal projects with SaaS-based or Cloud-based technologies preferred Basic Qualifications: Bachelor's / Master's Degree with Computer Science or equivalent 5+ years of operational experience in Technical Support, Technical Sales or Software implementation for web-based tools Must possessstrong customer empathy with solid service-oriented attitude and mindset Ability to multi-task and perform effectively under pressure Detail oriented with the ability to perform at high-level independently with little supervision Excellent written & oral communication skills in English Ability to commute to San Mateo office 1-2 days a week. Clearance: To comply with U.S. federal government security requirements, U.S. citizenship or Green Card is required, and your employment will be conditioned upon obtaining the Public Trust Verification. PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $78,000- 83,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and, if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions. For more information about PTC's comprehensive benefits, please visit our Careers Page. Applications will be accepted on an on-going basis. At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here." >