Job Description – Windchill SIM Lead Support Engineer / Technical Lead

Key Responsibilities

Lead L2/L3 support activities for Windchill SIM, Technical Publications, and Arbortext applications.
5+ years of overall experience in PLM/application support, with strong hands-on expertise in PTC Windchill SIM, Technical Publications, and Arbortext.
Strong knowledge of Windchill architecture, configuration, server components, and support processes.
Hands-on experience in Arbortext Editor, publishing workflows, document structures, templates, style sheets, and technical publication processes.
Good understanding of XML, XSLT, DITA or SGML-based content models, and content transformation/publishing concepts.
Experience in installation, configuration, patching, upgrade support, and environment maintenance.
Strong troubleshooting skills across application, web server, middleware, and database layers.
Understanding of integrations, APIs, file transfer mechanisms, and interface troubleshooting.
Experience with ITSM tools, ticket management, SLA reporting, and operational governance.
Ability to lead technical discussions with customers, vendors, and cross-functional teams.
Own major incident management, root cause analysis, problem management, and service restoration within agreed SLAs.
Monitor application health, batch jobs, publishing processes, integrations, and environment availability.
Coordinate with business users, authors, product data teams, infrastructure teams, and vendors for issue resolution and service improvements.
Drive application upgrades, patching, configuration changes, deployments, and release validation activities.
Support and troubleshoot publishing workflows, XML/SGML authoring, style sheets, transformation pipelines, and content delivery processes.
Manage user access, security roles, system administration activities, and compliance with operational controls.
Review logs, perform impact analysis, identify recurring issues, and implement preventive fixes and automation opportunities.
Lead technical support for integrations between Windchill and downstream/upstream enterprise systems.
Create and maintain SOPs, knowledge articles, troubleshooting guides, support runbooks, and technical documentation.
Mentor support engineers, allocate work, review technical quality, and provide escalation support for complex issues.
Participate in change management, release planning, disaster recovery readiness, and weekend or off-hours support when required.
Excellent communication and stakeholder management skills.
Ability to prioritize multiple critical issues and drive resolution with minimal supervision.
Strong analytical thinking, customer focus, and continuous improvement mindset.
Willingness to support shift schedules, planned maintenance windows, and critical production activities as needed.

Preferred Qualifications

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
Experience in technical publications, service information management, or product documentation support environments.
Exposure to clustered deployments, backup and recovery, performance tuning, and disaster recovery planning.
Experience supporting regulated documentation or engineering change-driven publishing environments is preferred.
PTC product certifications or relevant support/administration certifications are a plus.