Manager, Technical Support

Meet Our Team

The GCS Stability & Reliability team is a global group dedicated to helping clients succeed with Pega Infinity Applications and Pega Cloud Services. We support core capabilities that enable clients to run their businesses at scale, focusing on Application Security, Integration and Data, Data Sync and Caching, Performance, Resilience, Engine as a Service, and Cloud Native Runtime.

Picture Yourself At Pega

Pega offers a healthy, innovative, and inclusive work culture. Our people are engaged, proud, and constantly striving for improvement. If you value a positive, energetic atmosphere and continuous learning, you’ll thrive here.

What You'll Do At Pega

• Lead and mentor a globally distributed team of skilled technical engineers focused on platform stability, incident response, and reliability engineering.
• Oversee support for key runtime services, including Data Runtime, Case Runtime, Model Runtime, Operator Management, Deferred Ops, Gateway, Attachment, DX Case, Model, and Application Config Services.
• Manage and prioritize work across multiple technical backlogs, such as:
• Platform Data Management
• Platform Security
• Performance and Resilience
• Data Sync and Background Processing (Hazelcast and Clustering)
• Platform Integration
• Engine as a Service
• Drive resolution of complex technical issues in areas such as Platform Integration, Data Management, Performance, and Cloud Native Runtime.
• Hire, motivate, recognize, coach, counsel, and train your team, fostering a culture of technical excellence and continuous improvement.
• Work directly with clients, understanding and managing their expectations, and seeking opportunities to increase client satisfaction and deepen relationships.
• Represent the team in cross-functional planning, release readiness, and post-incident reviews.
• Foster a culture of accountability, ownership, and innovation.
  
  

Who You Are

• 8+ years of experience in a product support, development, or troubleshooting capacity, ideally in a SaaS, cloud-native, or enterprise software environment.
• Experience leading technical teams and cross-functional initiatives.
• Strong background in incident management, performance optimization, and reliability engineering.
• Excellent interpersonal and communication skills, with the ability to remain poised under pressure.
• Demonstrated ability to advise, train, and mentor team members, and manage work within established timelines.
• Ability to work on concurrent tasks in a fast-paced environment while effectively prioritizing and coordinating assignments.
• Desire for continuous learning and professional growth.
• Proven track record in client-facing roles, with a strong understanding of relationship building and client satisfaction.
  
  

What You've Accomplished

• BSc degree in Computer Science or other relevant technical discipline
• Proficiency in object-oriented programming (Java) and database technologies (Oracle, Postgres, MSSQL, DB2)
• Knowledge of J2EE architecture and application servers (WebSphere, WebLogic, Tomcat, JBOSS)
• Pega System Architect Certification
• Experience with operating systems (Windows, Linux, AIX, Solaris, zOS)
• Experience driving service excellence across customer service, troubleshooting, product expertise, and case management
• Proven ability to partner cross-functionally to develop scalable support models and tooling improvements
• Familiarity with global support scheduling and 24/7 support models
  
  

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 ofpay + bonus incentive, employee equity in the company
  
  

Job ID: 22584