Senior Manager Of Technical Support Engineering

Senior Manager Of Technical Support Engineering

Meet Our Team: 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.

Picture Yourself at Pega: 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, and a competitive global benefits program inclusive of pay, bonus incentive, and employee equity in the company.