IoT Technical Support Engineer, Senior

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.  

Job Title: IoT Technical Support Engineer, Senior

Location:  Shanghai/Tokyo

Experience: 3-8 years

Employment Type: Full-Time

Job Summary

We are seeking a professional IoT Technical Support Engineer, Senior with practical experience in ThingWorx, industrial connectivity solutions, and IoT edge technologies. The ideal candidate will troubleshoot issues on IoT platforms, support integration with industrial devices, collaborate effectively with engineering teams, and maintain high system uptime. Technical Support Engineers apply their product knowledge and technical skills to resolve customer concerns, identify complex problems, troubleshoot efficiently, and recommend suitable solutions. They manage customer challenge resolution, working with internal and external stakeholders to ensure satisfaction. This role primarily serves customers in Japan, acting as a trusted technical advisor.

Key Responsibilities

Technical Support & Troubleshooting

• Provide L2/L3 technical support for IoT platform issues, specifically ThingWorx applications, mashups, services, and data models.
• Diagnose and resolve problems related to:
  • Industrial connectivity (Kepware/KEPServerEX, MQTT, OPC-UA, Modbus, REST APIs)
  • IoT gateways or edge devices
  • Data ingestion, device onboarding, and communication failures
• Provide emergency responses to ensure high availability of application services in accordance with Service Level Agreements
• Perform root-cause analysis and propose permanent fixes.
• Monitor system performance, logs, and alerting dashboards to ensure optimal platform health.

Customer Interaction & Documentation

• Respond to technical inquiries from customers via phone, email, and web.
• Work directly with customers to understand issues and provide timely resolutions.
• Document issue resolutions, standard operating procedures (SOPs)
• Create documentation based on Knowledge Centered Service(KCS) to share knowledge and enable customer self-resolution.
• Conduct product demos, training sessions, and onboarding workshops for clients.

Collaboration

• Collaborate with IoT developers, solution architects, and QA teams to verify reported bugs.
• Coordinate with industrial automation teams to test device connectivity and protocols.
• Collaborate with domestic and international teams to resolve mission-critical issues.

Required Skills & Qualifications

Technical Skills

• Strong knowledge of ThingWorx Platform—entities, mashups, services, data models, extensions, Value Streams.
• Hands-on experience with industrial connectivity tools:
  • Kepware/ThingWorx Industrial Connectivity
  • OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
• Familiarity with IoT gateways, edge computing platforms, and industrial controllers (PLC, SCADA).
• Understanding of networking concepts: TCP/IP, firewalls, certificates, VPNs.
• Basic scripting skills (JavaScript, Python, or Java) preferred.

• Experience with PostgreSQL, MS SQL Server, Azure SQL databases is a plus.

Soft Skills

• Japanese: Business-level proficiency is required for customer service and internal communication.
• English: Proficiency in reading, writing, and conversation is preferred (TOEIC score of 700 or higher is welcome; used for collaboration with overseas teams).
• Strong analytical and problem-solving abilities.
• Excellent communication and customer-handling skills.
• Ability to work independently and in cross-functional teams.
• Strong documentation and reporting abilities.

Preferred Qualifications

• ThingWorx Certified Developer / Support Engineer.
• Experience working in manufacturing, industrial IoT, or automation environments.
• Experience in consulting or technical SE roles is preferred.
• Project management or Pre-sales experience is nice to have.
• Korean Language.

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?

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