Manager, Technical Support

Meet Our Team

As part of the Global Client Support organization, Manager provides a frontline, leading edge environment to learn and apply your knowledge by helping our customers operate their Pegasystems solutions with the best experience possible. With our global operation you will be working with customers in many countries and industries. The experience you will gain will provide a great foundation for your career as you witness our customers transform their businesses.

Picture Yourself At Pega

Pega is changing the way the world builds software. In this role you will - The Manager, Technical Support is the person, the experts go for help. They work directly with Pegasystems' staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.

What You'll Do At Pega

• Lead, coach, Build and develop a team of outstanding individuals providing world class technical support on Pega products.
• Drive efficiencies on day to day operations by utilizing tools & skills.
• Accountability for team integrity, product support excellence, decision making, SLAs, Client success, career development, communications.
• Implement and execute processes to streamline issue investigations and resolutions
• Remove impediments / blockers 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.
• Establish priorities and communicate rationale and timeframe clearly to clients.
• 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 other Engineering and client facing departments to define, maintain and leverage account health indicators and drive strategic initiatives identified in partnership with other departments.
• 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.
• Actively look at feedback / pulse of the clients and drive process / product improvements
• Be point of contact for Escalations and act proactively to prevent future occurrences.
• Ensure clear organizational priorities which are aligned with departmental and company goals.
• Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.

Who You Are

The Manager- 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.

Additional Preferred Qualifications

What You've Accomplished

Pega Offers You

Job ID : 22558

Skills Required

Javascript, Sql, Weblogic, Websphere, Jboss, J2ee Architecture, Tomcat, Html, Css