Manager of Technical Support Engineering

Meet Our Team
As part of the Global Client Support organization, Manager provides a frontline, leading edge environment to learn and apply your knowledge by helping our customers operate their Pegasystems solutions with the best experience possible. With our global operation you will be working with customers in many countries and industries. The experience you will gain will provide a great foundation for your career as you witness our customers transform their businesses.

Picture Yourself At Pega
In this role you will interact with customers and partners at multiple levels to support Pega technology, gain insight and understand the customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption.

What You'll Do At Pega

• Lead, coach, Build and develop a team of outstanding individuals providing world class technical support on Pega products.
• Drive efficiencies on day to day operations by utilizing tools & skills.
• Accountability for team integrity, product support excellence, decision making, SLAs, Client success, career development, communications.
• Implement and execute processes to streamline issue investigations and resolutions
• Remove impediments/blockers to keep issue investigations moving forward to meet established deadlines
• Provide an environment to teams that encourages continuous improvement and mentorship.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Establish priorities and communicate rationale and timeframe clearly to clients.
• Understand and articulate the customer's requirements to ensure that the customer's optimal success criteria are met
• Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates
• Drive initiatives on Pega's "As a service "transformation
• Partner with other Engineering and client facing departments to define, maintain and leverage account health indicators and drive strategic initiatives identified in partnership with other departments.
• Quickly adopt awareness and demonstrate command of policies, processes, and programs with discernment of the different pressure-points for each.
• Retain top talent through collaboration and career growth.
• Actively look at feedback/pulse of the clients and drive process/product improvements
• Be point of contact for Escalations and act proactively to prevent future occurrences.
• Ensure clear organizational priorities which are aligned with departmental and company goals.
• Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.

Who You Are
The Manager- Technical Support is a technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.

The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

• High energy leader with vision to see problems and potential solutions.
• Self-starter and ability to work in a fast-paced culture.
• Enjoy driving problems and debugging to completion by engaging with appropriate teams and resources.
• You feel challenged and enjoy handling high pressure situations involving clients.
• Empathetic and passionate about technology, products and customers/end-users
• An organized, effective communicator who can confidently present in front of clients and decision-makers
• Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.

• Experience working on:

• Object-oriented language – Pega is based on Java

• Relational and NoSQL databases as well as front-end technologies
• AWS / Cloud based services / Container Orchestration

Additional Preferred Qualifications

• Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
• Knowledge of database administration (Oracle, Postgres, MSSQL, UDB or DB2)
• Knowledge and experience with Javascript, SQL, and CSS/HTML
• Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
• Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)

What You've Accomplished

• Bachelor's/Master's degree from four-year college or university.
• 10+ years of experience, with 2+ years in a leadership role, driving customer service and success in a customer-facing organization.
• Excellent communication (written and verbal) and public speaking skills are required.
• Service excellence by providing the team with a holistic and consistent experience comprised mainly of five main types of skills that benefit our largest, most strategic customers. Those five skills include: customer service, troubleshooting, product subject matter expertise, communication/case management & documentation, and team player / global mindset.
• Partner with cross functional teams to develop a customer support model to fit customer demand.
• Strategic mindset towards organizational efficiency, constantly optimizing processes.
• Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution.
• Mentor the team, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.
• Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development.
• Proactive engagement with customer base while supporting and managing escalations.
• Strong client facing experience to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues.

Pega Offers You

• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

Job ID: 22558