Engineer, Technical Support

The Engineer, Technical Support is a key technical role within Global Client Support (GCS) and the first point of contact for customers to address technical issues as well as work on escalated and/or technically challenging client issues. This position develops customer satisfaction and loyalty by providing superior support services for Pegasystems' SaaS Products and Applications. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Establish priorities and communicate rationale and timeframe clearly to clients. Flexibility to work in staggered shifts Ready to work in shifts, work on call responsibilities including weekend coverage as per business needs Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product. Drive efficiencies on day-to-day technical work. Work Proactively on issues to avoid escalations by meeting Pega's service level agreement. Collaborate with global teams to remove impediments/blockers in order to keep issue investigations moving forward to meet established deadlines. Collaborate with multiple Teams while also ensuring timely and regular customer updates by owning issues. Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production. Drive and engage issue resolution including complex technical issues in the area of specialization.

Pega is The Enterprise Transformation Company™ that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world's most influential businesses rely on our platform to solve their most pressing challenges, from personalizing engagement to automating service to streamlining operations. Since 1983, we've built our scalable and flexible architecture to help enterprises meet today's customer demands while continuously transforming for tomorrow.