Senior Manager of Technical Support Engineering

Senior Manager of Technical Support Engineering

Job Category : Engineering & Cloud

Location : US - Massachusetts - Waltham

Meet Our Team :

We are the face of Pega, supporting some of the largest and most successful organizations in the world. Our team delivers world-class engineering support and guidance on the use of Pegasystems’ products and applications.

This role is based out of our Waltham, Massachusetts office.

Due to work with FedRamp; US Citizenship is required.

Picture Yourself at Pega :

In this role, you will mentor and manage a team of engineers, engage directly with customers and partners, and help shape the support experience for Pega technology. You’ll be instrumental in driving operational improvements, resolving complex issues, and fostering a culture of continuous learning and customer-first thinking.

What You'll Do at Pega :

• Lead and develop a team of Application Support Engineers delivering world-class technical support.
• Provide regular updates to leadership and escalate issues when necessary, while resolving most independently.
• Drive operational excellence through streamlined processes, issue resolution workflows, and continuous improvement.
• Foster a collaborative and inclusive team environment that encourages mentorship and growth.
• Maintain strong customer relationships by ensuring timely, professional, and effective communication.
• Translate customer needs into actionable support strategies and ensure optimal success criteria are met.
• Partner with Product Management, Engineering, and Customer Success to align on account health and support goals.
• Lead technical escalations and cross-functional efforts to resolve root causes and inspire customer confidence.
• Support strategic initiatives across Customer Success, Service Assurance, and Engineering.
• Champion readiness across development, staging, and production environments.

Who You Are :

You are a technical leader with a passion for customer success, team development, and operational excellence. You thrive in fast-paced environments, enjoy solving complex problems, and are committed to delivering exceptional support experiences.

What You've Accomplished :

Preferred Qualifications :

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#LI-KH2

Additional Information

Base salary range for this role is 127300 - 197600 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus / commission, and other pay components for this role at the relevant recruitment stage.

Job ID : 22466

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.