CUSTOMER SUPPORT ENGINEER – TEAMCENTER (REMOTE/HYBRID) - 519363

About the role

As part of the Teamcenter support team, you will work closely with customers and internal technical teams to investigate Teamcenter product questions and issues, coordinate resolution activities, and help deliver a high-quality customer experience.

This role combines customer engagement with technical problem-solving and provides the opportunity to build deep knowledge of Teamcenter, including its functionality, architecture, PLM processes, and customer environments through hands-on investigation, structured learning, and collaboration with experienced Teamcenter specialists and technical teams.

What you'll do

• Work directly with customers on Teamcenter questions and issues, developing an understanding of their PLM processes, product usage, and technical environment.
• Perform initial technical investigation of Teamcenter customer-reported issues, gathering and analyzing relevant functional and technical information to better understand the problem and support an effective resolution.
• Collaborate with Teamcenter Support, Product Development, Cloud Operations, and other technical teams to investigate issues, share relevant findings, and help drive customer problems toward resolution.
• Maintain ownership of Teamcenter customer issues, coordinating with multiple stakeholders and ensuring clear communication and progress throughout the resolution process.
• Communicate technical and functional findings, next steps, and resolution progress clearly to customers and internal stakeholders with different levels of Teamcenter and technical expertise.
• Document Teamcenter investigations, findings, workarounds, and resolutions clearly and accurately, contributing to effective knowledge sharing and future problem resolution.
• Continuously develop deeper Teamcenter product and technical knowledge through hands-on experience, structured learning, investigation of real customer scenarios, and collaboration with experienced Teamcenter specialists.

Qualifications

Required

• Bachelor's degree in computer science, Engineering, Information Technology, or a related technical field, or equivalent practical experience.
• Previous experience in technical support, application/software support, or hands-on experience with Teamcenter in a key user, functional, implementation, administration, or similar role.
• Strong analytical and problem-solving skills, with the ability to apply a structured approach to troubleshooting complex software and Teamcenter-related issues.
• Solid technical foundation in enterprise software environments, with familiarity in areas relevant to Teamcenter environments such as operating systems, databases, networking, application architecture, or cloud technologies.
• Hands-on experience investigating technical issues using diagnostic information such as application logs, system behavior, monitoring data, or other relevant technical evidence.
• Ability to reproduce, isolate, and systematically analyze technical problems to identify potential causes and support effective resolution.
• Strong customer-facing communication skills, with the ability to clearly explain technical and functional findings, next steps, and resolution progress to both technical and non-technical audiences.
• Strong sense of ownership and accountability, with the ability to drive Teamcenter customer issues forward, coordinate with multiple stakeholders, and maintain focus through resolution.
• Ability to document technical and functional investigations, findings, workarounds, and resolutions clearly and accurately, contributing to effective Teamcenter knowledge sharing and future problem resolution.
• Demonstrated ability and motivation to learn complex enterprise software products and continuously develop deeper Teamcenter product and technical knowledge.
• Curiosity and a proactive learning mindset, with the ability to independently explore unfamiliar Teamcenter and technical topics and apply new knowledge to real customer problems.
• Professional proficiency in English, with the ability to communicate effectively with customers and technical teams in both written and verbal interactions.

Preferred / Nice to have

• Hands-on experience with Teamcenter is highly desirable, particularly in support, key user, functional, implementation, administration, or similar roles.
• Practical knowledge of PLM concepts, processes, and workflows, either with Teamcenter or other enterprise PLM solutions, is highly desirable.
• Experience troubleshooting or supporting enterprise applications with architectural or technology characteristics relevant to complex PLM environments is a plus.
• Exposure to scripting, programming, or automation technologies is a plus.
• Experience supporting or working with enterprise applications in cloud or SaaS environments is a plus.
• Experience working in global or cross-functional environments, collaborating with customers, support, engineering, product, and other technical teams, is a plus.

Training and Development

We recognize that Teamcenter is a complex enterprise platform with a broad technology stack. New team members receive an onboarding and training period that includes product training, technical knowledge transfer, shadowing experienced engineers, and exposure to real customer cases. During onboarding, you will have access to experienced team members who can provide guidance and help you build product knowledge. Because this is an Advanced-level position, we expect you to build on your existing technical support experience, pick up new concepts quickly, become comfortable making technical decisions, and progress toward independently handling your workload and customer cases. Strong problem-solving skills are essential, including the ability to investigate complex issues, ask the right questions, research unfamiliar technologies, collaborate effectively with technical experts, and determine appropriate next steps toward resolution. The position is based around Pacific (and/or Asia Pacific) Time Zone business hours, with some flexibility in the daily schedule. As part of a global organization, there may occasionally be opportunities to adjust your schedule slightly to collaborate with colleagues or attend meetings across different time zones. What Success Looks Like As you complete onboarding and develop your Teamcenter knowledge, you will become increasingly comfortable managing customer cases independently. You will be able to assess an issue, collect the appropriate technical information, perform an initial investigation, and determine reasonable next troubleshooting steps. For more complex issues, you will know when and how to collaborate with experienced engineers, Engineering, or other technical teams. You will have daily support, collaboration, and technical resources from your immediate team, as well as access to our global Support organization and subject matter experts across different regions and time zones. Our collaborative environment provides opportunities to learn from experienced colleagues, exchange knowledge, and work together on complex technical challenges.

Successful engineers in this role are curious, proactive, organized, accountable, and comfortable learning continuously. They take responsibility for moving their cases forward while recognizing that complex problems are often solved through teamwork.

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!

Siemens Software. Transform the Everyday

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