Senior Manager of Technical Support Engineering (22466) na Pegasystems
Pegasystems · Waltham, Estados Unidos Da América · Onsite
- Senior
- Escritório em Waltham
Career Opportunities: Senior Manager of Technical Support Engineering (22466)Requisition ID 22466 - Posted - United States - Massachusetts
Job ID: 22466
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
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
Job ID: 22466
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
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
Job ID: 22466
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
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
Job ID: 22466
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
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
