Senior Manager Of Technical Support Engineering - Remote Eligible

Senior Manager Of Technical Support Engineering

We are the face of Pega, supporting some of the largest and most successful organizations in the world. Our team delivers world-class engineering support and guidance on the use of Pegasystems' products and applications. Due to work with FedRamp, US citizenship is required.

In this role, you will mentor and manage a team of engineers, engage directly with customers and partners, and help shape the support experience for Pega technology. You'll be instrumental in driving operational improvements, resolving complex issues, and fostering a culture of continuous learning and customer-first thinking.

What You'll Do At Pega:

• Lead and develop a team of application support engineers delivering world-class technical support.
• Provide regular updates to leadership and escalate issues when necessary, while resolving most independently.
• Drive operational excellence through streamlined processes, issue resolution workflows, and continuous improvement.
• Foster a collaborative and inclusive team environment that encourages mentorship and growth.
• Maintain strong customer relationships by ensuring timely, professional, and effective communication.
• Translate customer needs into actionable support strategies and ensure optimal success criteria are met.
• Partner with product management, engineering, and customer success to align on account health and support goals.
• Lead technical escalations and cross-functional efforts to resolve root causes and inspire customer confidence.
• Support strategic initiatives across customer success, service assurance, and engineering.
• Champion readiness across development, staging, and production environments.

Who You Are:

• You are a technical leader with a passion for customer success, team development, and operational excellence. You thrive in fast-paced environments, enjoy solving complex problems, and are committed to delivering exceptional support experiences.
• Strong leadership and mentoring skills with a collaborative mindset.
• Skilled in shielding teams from minor escalations while providing executive-level insight.
• High energy, organized, and proactive with a strategic approach to problem-solving.
• Empathetic and passionate about technology, products, and customer outcomes.
• Strong analytical and troubleshooting skills across hardware, software, and network layers.

What You've Accomplished:

• 8+ years of experience in technical support or customer-facing engineering roles, with 3+ years in a leadership capacity.
• Proficiency in object-oriented programming (Java preferred) and database technologies (Oracle, Postgres, MSSQL, DB2).
• Experience driving service excellence across customer service, troubleshooting, product expertise, and case management.
• Proven ability to partner cross-functionally to develop scalable support models and tooling improvements.
• Strong communication skills, including public speaking and executive-level reporting.
• Experience with performance management, coaching, and team development.
• Familiarity with global support scheduling and 24/7 support models.

Preferred Qualifications:

• Knowledge of J2EE architecture and application servers (WebSphere, WebLogic, Tomcat, JBOSS).
• Experience with operating systems (Windows, Linux, AIX, Solaris, zOS).
• Understanding of communication protocols (SOAP, MQ, JMS).

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.