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Director, Technical Support

Job Category: Information Technology

Meet Our Team:

We are the face of Pega and our customers 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 the director within our Global Customer Support organization, you will lead, manage and collaborate with an exceptional team of Engineers, customers and partners from across the globe, while engaging in a variety of unique software solutions.

_Due to occasional work with FedRAMP, US Citizenship is required_

Picture Yourself at Pega:

In this role, you will mentor and lead a team of Application Support Engineers. You will interact with customers and partners at very senior levels to support Pega technology, gain insight and understand the customer needs and solutions. Always with the mind set of customers first, actively helping our customers derive real world business value and return on investment.

What You'll Do at Pega:

• Build, Lead, multiply, coach and develop a team of outstanding Engineers providing world class technical support on Pega products.

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

• Accountability for team integrity, product support excellence, decision making, SLAs, Client success, career development, communications, and support outcomes.

• Implement and execute processes to streamline issue investigations and resolutions

• Remove impediments/blockers in order 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 efficiently

• 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 Pega Product Management, Engineering, and the Customer Success organization to define, maintain and leverage account health indicators; 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 career growth.

• Quarterback highly visible, critical technical escalations ensuring prompt and complete resolution. Lead cross-functional efforts to solve for the root cause. Inspire trust and confidence in Pega when communicating with customers.

• Drive cross-departmental strategic initiatives identified in partnership with various stakeholders such as Customer Success, Service Assurance, Technical Support, Software Engineering, and Infrastructure.

• Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.

Who You Are:

Director of 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.

• Skilled in shielding technical team & executives from escalations of small issues while providing the necessary insight for executive staff.

• High energy leader with vision to see problems and potential solutions.

• Strong staff leadership and mentoring skills

• Self-starter and ability to work in a fast-paced culture.

• Experience in driving problems and debugging to completion by engaging with appropriate teams and resources.

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

• You enjoy making decisions

• Empathetic and passionate about technology, products and customers/end-users

• 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.

What You've Accomplished:

• 10+ years of experience, with 5+ years in a leadership role, driving customer service and success in a customer-facing organization.

• Proficiency in an object-oriented language – Pega is based in Java

• Knowledge of databases Oracle, Postgres, MSSQL, UDB or DB2

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

• Attract and retain top talent.

• Skilled at driving 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.

• Experience partnering 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.

• Team mentorship, 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.

• Responsible for ensuring proactive engagement with customer base while supporting and managing escalations.

• Participate in client meetings to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues.

• Oversee the global scheduling and organizing of support based on customer requests for a 24/7 support model.

Additional Preferred Qualifications:

• Knowledge of J2EE architecture and application servers (WebSphere, Weblogic, Tomcat, or JBOSS)

• Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)

• Knowledge of Communication protocols and technologies (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\#LI-KH2

Job ID: 22015

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity