Senior Principal Technical Support Engineer (Multiple Openings)

Boston, MA, United States

Senior Principal Technical Support Engineer (Multiple Openings)

Job Category: Professional Services

Location: US - Massachusetts - Remote

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What You'll Do at Pega:

Serve as the first point of contact to understand client problems, troubleshoot and drive quality solutions in accordance with company’s service level agreements.

Drive customer success and loyalty by providing superior support services for Pegasystems’ Software as a Service (SaaS) Products and Applications.

Be a part of an ‘as-a-Service’ organization that operates 24x7x365 for our clients.

Resolve complex technology challenges to help customers in meeting their business needs.

Strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism.

Drive support incidents with proactive actions to avoid escalations.

Mentor junior members in the team on the technical and process front - provide them with assistance in driving support incidents as needed.

Who You Are:

Requires Bachelor’s degree in Computer Science, Computer/Electronic Engineering or related field of study, and

8 years of experience in any job title/occupation/position working in a product support, development or troubleshooting capacity with a leading technology company.

Experience specified must include each of the following:

8 years of experience with Pega platform products such as Pega 7 or later versions;

8 years of experience analyzing, troubleshooting, and resolving enterprise application issues;

8 years of experience with frontend technologies including HTML5, CSS, JavaScript, jQuery, Ajax and XML;

5 years of experience supporting internal/external client stakeholders;

2 years of experience advising, mentoring and training junior team members on customer issues, and leading them to resolution; and

2 years of experience working with relational databases.

Telecommuting permitted.

Can reside anywhere in the US.

Work Location:

225 Wyman Street, Waltham, MA 02451

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

Job ID: 20615

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