• Senior Manager of Technical Support Engineering

    Pegasystems (Waltham, MA)


    Senior Manager of Technical Support Engineering

     

    Job Category: Engineering & Cloud

    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.

     

    _This role is based out of our Waltham, Massachusetts office._

     

    _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

    + Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company\#LI-KH2

     

    Job ID: 22466

     

    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