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.
