Manager of Technical Support Engineering

As a Manager in the Global Client Support organization at Pega, you will lead a team to provide world-class technical support on Pega products. Your role involves coaching and developing individuals, driving operational efficiencies, and ensuring team integrity and product support excellence. You will be accountable for decision-making, SLAs, client success, career development, and communications. Your responsibilities include implementing processes to streamline issue investigations, maintaining customer relationships with speed and professionalism, and prioritizing and communicating clearly with clients. Additionally, you will drive initiatives on Pega As a Service transformation, engage in issue resolution, and partner with other departments to define account health indicators. Key Responsibilities: - Lead, coach, build, and develop a team to provide technical support on Pega products - Drive operational efficiencies and accountability for team integrity and product support excellence - Implement processes to streamline issue investigations and resolutions - Maintain customer relationships and prioritize client requirements - Drive initiatives on Pega As a Service transformation and partner with other departments - Retain top talent through collaboration and career growth - Act as point of contact for escalations and prevent future occurrences - Utilize advanced knowledge on Pega products and services to drive customer readiness Qualifications Required: - Bachelor's/Masters degree from a four-year college or university - 10-15 years of experience, with 2+ years in a leadership role in a customer-facing organization - Excellent communication and public speaking skills - Strong analytical and problem-solving skills - Experience working with object-oriented languages, relational and NoSQL databases, AWS/Cloud services, and container orchestration As a Manager in the Global Client Support organization at Pega, you will play a crucial role in providing technical support to customers and partners, driving operational efficiencies, and ensuring customer success. Your ability to lead, coach, and develop a team while maintaining strong customer relationships will contribute to the overall success of the organization.,