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Technical Support Engineer, User and Product Experience

Job Category: Client Support

Meet Our Team:

We are the face of Pega, providing world-class engineering support and advice on the use of Pegasystems’ products and applications—including our cutting-edge AI-powered solutions. You will collaborate with an exceptional team of engineers and customers from across the globe, engaging in troubleshooting a variety of unique software solutions, many of which leverage AI to drive business outcomes.

_Due to the nature of occasional work with FedRamp; US Citizenship is required. This role is based out of our Waltham, MA office (3x a week in-office.)_

Picture Yourself at Pega:

You will be part of an ‘as-a-Service’ organization that operates 24x7x365 for our clients. In this role, you will interact with clients and partners at all levels supporting Pega’s CRM applications and AI-driven platforms. Acting as a trusted advisor in support of Pega technology—including our AI and automation capabilities—you will work to gain insights and understanding of our customers’ needs and diverse technical solutions. Our clients are the largest and most successful in their respective industries. You will be helping them derive real-world business advantages and expand the adoption of Pega products, including those powered by AI.

What You'll Do at Pega:

• Provide world-class technical support for Pega’s products, including AI-enabled features and solutions.

• Apply your knowledge and technical competence on Pega products and services—including AI, machine learning, and automation—to support the resolution of client issues every day.

• Collaborate with peers and product teams as needed to research problems and provide solutions to our clients in time-critical situations, often leveraging AI-powered tools such as CoPilot to enhance troubleshooting and customer support.

• Strive to maintain exceptional customer relationships by handling client questions and concerns on their support tickets with speed, accuracy, and professionalism.

• Demonstrate ownership and drive support incidents with proactive actions to avoid escalations and thereby meet Pega’s service level agreements.

• Work with field engineers to assist on-site teams in resolving complex issues, including those involving AI-driven processes.

• Become a subject matter expert in product functionality—including AI and automation—and use that expertise to drive client-focused solutions.

• Continuously learn about our products, the latest technological trends, and advancements in AI to stay ahead in today’s market.

Who You Are:

• You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, including those involving AI and automation.

• You are comfortable working with AI-powered tools (such as CoPilot) and seek to incorporate them into your daily work to improve your effectiveness.

• You demonstrate effective oral and written communication skills, including poise in pressure situations.

• You enjoy solving technical problems and puzzles, are curious, and love to learn—especially about new technologies like AI.

• You would prefer a role that is technically diverse in nature, allowing for new challenges and a strong learning curve.

• You seek to constantly evolve your understanding of new technologies like AI and incorporate them into your daily work.

• You would like to work in a global, progressive software company.

• You are an independent thinker, a good team player, and passionate about client success.

• You are flexible and can easily adapt to change.

• Flexibility to provide coverage during adjusted hours when needed, and participate in a rotating on-call schedule, including rotating weekend days.

What You've Accomplished:

• 2+ years of experience in a range of frontend technologies including HTML5, CSS, JavaScript, jQuery, Ajax and XML.

• Experience with JavaScript UI framework/libraries is nice to have. E.g. React, Vue, Angular

• Strong understanding of object-oriented programming and design, preferably Java, passionate about learning new technologies, including AI and automation

• Bachelor's degree in Computer Science or related areas, or related professional experience

• Working knowledge of Database technologies (PostgreSQL, MSSQL, Oracle, DB2)

• Strong troubleshooting and debugging experience, ideally with exposure to AI-powered support tools

• Any experience in supporting internal/external client stakeholders

• Must be a self-starter, highly motivated, innovative, able to shift directions quickly when priorities change, and deliver against tight deadlines.

• Pega Certified System Architect certification is a plus

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

Additional Information

Base salary range for this role is 69,900 - 104,500 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

Job ID: 22971

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