Manager, Technical Support

Job Category: Client Support

Location: US - Massachusetts - Remote | US - Massachusetts - Waltham | US - New Hampshire - Remote | US - Rhode Island - Remote

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Meet Our Team:

We are the face of Pega and our clients are the largest and most successful in their respective industries. We provide world-class engineering support and advice on the use of Pegasystems’ products and applications.

As a Manager within our Global Client Support organization, you will lead, manage, and collaborate with an exceptional team of engineers, clients, and partners from across the globe, while engaging with a variety of unique software solutions.

Picture Yourself at Pega:

In this hands-on Manager Technical Support role, you will mentor and lead a team of Application Support Engineers. You will interact with clients and partners at senior levels to support Pega technology, gain insight and understand the client needs and solutions. Always with the mindset of clients-first, you will actively help our clients derive real-world business value and return on investment.

What You'll Do at Pega:

• Build, lead, coach and develop a team of outstanding Application Support Engineers providing world-class technical support of Pega products

• Provide regular updates to leadership, escalating items when needed, but maintaining the presence and relationships to identify and resolve most issues independently

• Demonstrate accountability for team integrity, product support excellence, decision making, SLAs, client success, career development, communications, and support outcomes

• Implement and enhance processes to streamline issue investigations and resolutions

• Act as a support owner/advocate for some of our most strategically important clients

• Remove impediments/blockers to keep issue investigations moving forward to meet established deadlines

• Provide an environment that encourages continuous improvement and mentorship

• Maintain strong client relationships by handling their questions and concerns with empathy, speed, and professionalism. Inspire trust and confidence in Pega when communicating with clients

• Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular client updates

• Drive initiatives as part of Pega’s “As-a-Service“ transformation

• Partner with Pega Product Management, Engineering, and the Customer Success organization to define, maintain and leverage account health indicators and provide regular status reports to stakeholders on progress against established goals

• 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 providing opportunities for career growth

• Quarterback highly visible, critical technical escalations, ensuring prompt and complete resolution. Lead cross-functional efforts to address the root causes

• Utilize advanced knowledge and technical competence on Pega products and services to help drive client readiness from development to production

Who You Are:

You are a technical, client–facing professional who possesses strong initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. You are an organized self-starter with tenacity and drive, and enjoy working in a collaborative, fast-paced environment to ensure swift resolution of issues and an exceptional client experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

• Skilled in shielding technical team & executives from escalations of small issues while providing the necessary insights for executive staff to assess client health

• High-energy leader with the vision to deconstruct problems and see potential solutions

• Strong staff leader and mentor who leads by example

• Experienced in driving problems to completion by engaging with the right teams and resources at the right time

• A thought-leader who expresses facts, thoughts, and ideas in a clear, concise, convincing, and organized manner

• Passionate about technology, products, and client success

• Due to Government support work must be US Citizen or US Green Card Holder

What You've Accomplished:

• 10+ years of technical support experience, with at least 3 years in a leadership role, driving client success in a customer-facing organization

• Proficiency in an object-oriented language – Pega is based in Java, and Java is strongly preferred

• Working-knowledge of SQL and databases, such as: Oracle, Postgres, MSSQL, DB2/UDB

• Strong communication skills (written and verbal); public speaking skills are required

• Ability to attract and retain top technical talent

• Demonstrated a strategic mindset towards organizational efficiency, constantly optimizing processes

• Continuous mentorship: removing barriers to client and team success and providing live coaching sessions on a regular basis with all direct reports

• Performance management: conducting one-on-one sessions with employees to review cases and assist in growth and development

• Ensuring proactive engagement with client base while managing and defusing escalated issues, with a strong focus on future prevention

• Overseeing the global scheduling and organization of coverage for a 24/7 support model

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: 20745

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