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Pegasystems Senior Manager, Engineering Software Support in Helena, Montana

Senior Manager, Engineering Software Support

Job Category: Engineering & Cloud

Location: US - Colorado - Remote | US - Minnesota - Remote | US - Arizona - Remote | US - Montana - Remote | US - Nebraska - Remote | US - Oregon - Remote | US - Washington - Remote | US - Idaho - Remote | US - North Dakota - Remote | US - South Dakota - Remote | US - Wyoming - Remote | US - Utah - Remote

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Meet Our Team:

We are the face of Pega and our clients are the largest and most successful in their respective industries. We provide world-class engineering support and advice on the use of Pegasystems’ Products and Applications.

As a Senior Manager within our Global Client Support organization, you will lead, manage, and collaborate with an exceptional team of engineers, clients, and partners from across the globe, while engaging in a variety of unique software solutions.

Picture Yourself at Pega:

In this hands-on Senior Manager Technical Support role, you will mentor and lead a team of Application Support Engineers. You will interact with clients and partners at very senior levels to support Pega technology, gain insight and understand the client needs and solutions. Always with the mindset of clients-first, actively helping our clients derive real world business value and return on investment.

What You'll Do at Pega:

  • Build, lead, multiply, coach and develop a team of outstanding Application Support Engineers providing world class technical support on Pega products.

  • Provide regular updates to leadership, escalating items when needed, but with presence and relationships to identify and resolve most issues independently.

  • Accountability for team integrity, product support excellence, decision making, SLAs, client success, career development, communications, and support outcomes.

  • Implement and enhance processes to streamline issue investigations and resolutions.

  • Remove impediments/blockers in order to keep issue investigations moving forward to meet established deadlines.

  • Provide an environment that encourages continuous improvement and mentorship.

  • Maintain solid client relationships by handling their questions and concerns with speed and professionalism.

  • Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular client updates.

  • Drive initiatives on Pega’s “As a Service“transformation.

  • Partner with Pega Product Management, Engineering, and the Customer Success organization to define, maintain and leverage account health indicators and provide regular status reports to stakeholders on progress against established goals.

  • 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.

  • Quarterback highly visible, critical technical escalations ensuring prompt and complete resolution. Lead cross-functional efforts to solve for the root cause.

  • Inspire trust and confidence in Pega when communicating with clients.

  • Utilize advanced knowledge and technical competence on Pega products and services to drive client readiness from development to staging to production.

Who You Are:

The Senior Manager- Technical Support is a technical client–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 client experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

  • Skilled in shielding technical team & executives from escalations of small issues while providing the necessary insight for executive staff.

  • High energy leader with vision to see problems and potential solutions.

  • Strong staff leadership and mentoring skills.

  • Self-starter and ability to work in a fast-paced culture.

  • Experience in driving problems and debugging to completion by engaging with appropriate teams and resources.

  • A thought leader who expresses facts, thoughts, and ideas in a clear, concise, convincing, and organized manner.

  • Empathetic and passionate about technology, products, and clients/end-users.

  • Strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.

  • Eligible to work on FedRAMP (US Citizenship)

What You've Accomplished:

  • 10+ years of experience, with 5+ years in a leadership role, driving customer service and success in a customer-facing organization.

  • Proficiency in an object-oriented language – Pega is based in Java, and Java is strongly preferred.

  • Strong working-knowledge of SQL and databases, such as: Oracle, Postgres, MSSQL, DB2/UDB.

  • Strong communication skills (written and verbal); public speaking skills are required.

  • The ability to attract and retain top technical talent.

  • Skilled at driving service excellence by providing the team with a holistic and consistent experience comprised mainly of five main types of skills that benefit our largest, most strategic clients. Those five skills include: customer service, troubleshooting, product subject matter expertise, communication/case management & documentation, and team player / global mindset.

  • Experience partnering with cross-functional teams to develop a customer support model to fit customer demand.

  • Strategic mindset towards organizational efficiency, constantly optimizing processes.

  • Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster client issue resolution.

  • Team mentorship: remove barriers to client and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.

  • Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development.

  • Responsible for ensuring proactive engagement with client base while supporting and managing escalations.

  • Participate in client meetings to strengthen relationships as needed to understand the client requirements, determine further opportunities, resolve escalations, and address the root cause of issues.

  • Oversee the global scheduling and organizing of support based on client requests for a 24/7 support model.

  • Eligible to work on FedRAMP (US Citizenship)

Additional Preferred Qualifications:

  • Knowledge of J2E architecture and application servers (WebSphere, WebLogic, Tomcat, or JBOSS)

  • Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux)

  • Knowledge of Communication protocols and technologies (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

Job ID: 18241

Inclusion and Diversity - Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all..

As anand Affirmative Action 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.

Accommodations – If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,.

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