PLM Tech Support Specialist

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. We are currently focused on the industrial equipment, consumer products, and automotive industries, and our customers are among the largest engineering organizations in the world.

As a PLM Technical Support Specialist, you will assist our customers with the deployment, configuration, and ongoing support of our various Product Lifecycle Management (PLM) integrations. Through your expertise, you will help customers maximize the value of these integrations within their existing PLM, CAD, and ERP environments, ensuring streamlined workflows and operational efficiency. As a member of our Technical Support Team, you will be the face of CoLab to our customers, particularly in the PLM domain. No issue is too small or too complex—you will proactively engage with internal teams, collaborate across functions, and drive solutions that enhance the overall customer experience.

What you’ll do:

Technical Support and Issue Resolution:

• Provide expert-level support for CoLab’s integrations with various PLM (Windchill, Teamcenter, SolidWorks PDM, 3DX), CAD (Creo, NX, SolidWorks, AutoCAD, 3DX) and ERP systems.
• Troubleshoot, investigate, and resolve L2 and L3 PLM integration issues, documenting technical issues and reproducing problems for resolution.
• Diagnose issues related to customization, CAD Workers, and different modules of PLM systems.
• Assist in PLM system testing, data creation, data migration, and change management initiatives.

Customer Engagement and Process Management

• Guide customers in installing, configuring, and validating PLM add-ons within their infrastructure.
• Communicate complex PLM technical concepts clearly and concisely to both technical and non-technical audiences.
• Maintain customer satisfaction by ensuring clear communication, timely resolution of issues, and proactive follow-ups.
• Work within defined SLAs to ensure efficient handling of support tickets and proper escalation procedures.

Collaboration and Knowledge Sharing

• Drive root cause analysis and collaborate with PLM vendors (PTC, Siemens, Dassault Systems) for timely issue resolution.
• Escalate unresolved issues appropriately and follow up to ensure resolution.
• Develop, maintain, and improve customer-facing knowledge base articles and internal documentation to enhance issue resolution efficiency.
• Conduct training and awareness sessions for end-users and peers to promote best practices and efficient system usage.

Attitude and Work Ethic

• A strong work ethic with a passion for making engineering processes more efficient through our PLM integration solutions.
• A documentation-focused attitude to ensure clear and effective knowledge sharing.
• A proactive approach to problem-solving with a customer-first mindset.
• Ability to investigate PLM problems in a structured, logical manner and provide effective recommendations and solutions.

What you’ll need:

• 5+ years of experience in PLM technical support, troubleshooting, and integration with one or more major PLM systems, preferably PTC Windchill, but also including Siemens Teamcenter and Dassault 3DExperience/Enovia.
• 1+ years of experience in a customer-facing technical support role, providing direct assistance to end-users, troubleshooting technical issues, and collaborating with internal teams to resolve customer concerns effectively.
• Hands-on experience in PLM integrations, issue reproduction, and root cause analysis.
• Good knowledge of BOM, part and document management, ACL, change management, and PLM-CAD-ERP integration scenarios.
• Experience in supporting and troubleshooting PLM configurations, CAD integrations, and data migrations.
• Strong analytical and problem-solving skills with a structured approach to investigating PLM issues.
• Excellent verbal and written communication skills with the ability to document findings clearly.
• Experience with ticket management systems (e.g., Zendesk, Jira) for issue tracking.
• Ability to collaborate with IT teams, PLM admins, and PLM architects to resolve technical challenges.
• Computer literate with an aptitude for IT systems involvement.
• Nice to Have: Experience working with CAD software

Team you work most closely with:

• Customer Success
• Product Management
• Product Development
• IT Infrastructure Teams
• PLM Architects Admins

Success Measured by:

• Effectively addressing complex PLM support issues
• Response time to customer support requests
• Average handling time

The extra details:

• Compensation: This is a full-time, permanent position with an attractive compensation package that includes a stock options package.
• Benefits: This role offers an extended health and benefits package that includes unlimited paid vacation and RRSP matching.
• Remote/Hybrid Work: Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within Canada or the US.