Aras is a leader in product lifecycle management (PLM) and digital thread solutions. As one of the fastest growing PLM companies, our technology enables the rapid delivery of flexible solutions built on a powerful digital thread backbone and a low-code development platform.
Our platform and PLM applications connect users in all disciplines to critical product data and processes across the lifecycle and throughout the extended supply chain. The world’s largest manufacturers are leveraging Aras Innovator to manage their complex product lifecycles to improve production timelines, meet and exceed revenue growth targets, and accelerate innovation. We collaborate with companies in some of the most innovative industries, including automotive, industrial/heavy equipment, aerospace and defense, and high-tech electronics.
We were recognized as a leader in The Forrester Wave™: Product Lifecycle Management for Discrete Manufacturers, Q1 2023 and were also named a leader in the 2023 SPARK Matrix for PLM by Quadrant Knowledge Solutions. Feedback from our community has established Aras as the top ranked PLM vendor in online review services like G2 and Gartner Peer Insights.
With over 700 employees in 11 countries, we’re looking to add to our incredible team. If you’re passionate about helping develop next generation product innovation, we encourage you to apply!
As the Manager of AsiaPac Technical Support at Aras, you will lead an international team of Software Solution Engineers who advise and work directly with our customers and partners to address incidents regarding Aras Innovator. You will mentor engineers responsible for addressing the full spectrum of customer issues including performance troubleshooting, diagnosing issues with customizations, product configuration etc. In principle the Software Solution Team troubleshoots and resolves problems with all product areas, environmental issues and customizations made by subscribers to our open development framework. A successful candidate for this position will be able to handle escalated customer situations, guide engineers in their development efforts and professional growth, provide timely and comprehensive technical updates to senior management, and be able to work as a leader within a global team supporting an international customer community.
The ideal candidate is located in Japan and will be focusing on regional support operations for our customers in the Asia Pacific region.
Key Responsibilities
· Responsible for the day-to-day operations of a department of Software Solution Engineers tasked with the ongoing support of Aras Innovator subscribers
· Key stakeholder in the development of and management involved in KPIs and attainment of our customers SLAs
· Responsible for the onboarding and mentoring of new team members
· You will serve as the primary escalation point for complex and critical incidents with regional customers.
· Represent the needs and interests of your Engineers and Customers as a leader within the Global Support Organization.
Required Qualifications
We are looking for technical professionals with strong problem-solving skills, a background in team leadership and experience supporting enterprise level applications.
• 5+ years of experience in a Technical Support, IT, Development or a similar role
• 2+ years of experience in a Manager or supervisory role
• Bachelor’s degree in Computer Science, Business and/or Engineering
• Experience supporting Enterprise Applications
• Experience working in a project driven environment
• Working knowledge of MS Windows
• Excellent verbal and written communication skills
• Motivated by a fast paced, team environment
• Previous experience in a leadership and mentor capacity
• Comfortable in a customer facing role with the ability to communicate complex technical information and act as an escalation point
• Ability to work on multiple projects with competing deadlines and deliverables
• Fluent in English
• Prior experience working for a US based company a plus
• Experience working with customers located throughout the AsiaPac region
Technical product areas (the following are a plus):
· Experience with C# and JavaScript
· Experience with Web Application Development
· Experience with SQL
· Experience with SaaS application delivery and support
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