Senior Manager, Technical Support

Meet Our Team:
As part of the Global Client Support organization, Senior Manager provides a frontline, leading edge environment to learn and apply your knowledge by helping our customers operate their Pegasystems solutions with the best experience possible. With our global operation you will be working with customers in many countries and industries. The experience you will gain will provide a great foundation for your career as you witness our customers transform their businesses.
Picture Yourself at Pega:
In this role you will interact with customers and partners at very senior levels to support Pega technology, gain insight and understand the customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption.
What You’ll Do at Pega:
•Build, Lead, multiply, coach and develop a team of outstanding individuals providing world class Technical Support on Pega products.
•Drive efficiencies on day to day operations by utilizing tools & skills.
•Provide regular updates to leadership.
•Accountability for team integrity, product support excellence, decision making, SLAs, Client success , career development, communications, and support outcomes.
•Implement and execute processes to streamline issue investigations and resolutions
•Provide an environment to teams that encourages continuous improvement and mentorship.
•Maintain solid customer relationships.
•Establish priorities and communicate rationale and timeframe clearly to clients.
•Understand and articulate the customer’s requirements.
•Drive and engage in issue resolution including complex technical issues across multiple teams.
•Drive tactical objectives in an assertive, mission-critical manner.
•Drive initiatives on Pega’s “As a service “transformation
•Partner with Pega Product Management, Engineering, and the Customer Success organization to provide regular status reports to stakeholders on progress against established goals.
•Share and drive customer feedback.
•Quickly adopt awareness and demonstrate command of policies, processes, and programs
•Retain top talent through collaboration and career growth.
•Have an analytic orientation to analyze available incident data to determine Customer health.
•As a critical escalation point for challenging customer-impacting incidents.
•Build relationships with teams across the organization.
•Drive cross-departmental strategic initiatives
•Ensure clear organizational priorities which are aligned with departmental and company goals.
•Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.
Who You Are:
The Senior Manager- Technical Support is a technical customer– 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.
•Experience 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.
•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 customers/end-users
•An organized, effective communicator who can confidently present in front of clients and decision-makers
•Developed 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.
•Experience in the following is a must:
A proficiency in an object-oriented language – Pega is based in Java
Knowledgeable of relational and NoSQL databases as well as front-end technologies
AWS / Cloud based services / Container Orchestration
Additional Preferred Qualifications:
•Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
•Knowledge of database administration (Oracle, Postgres, MSSQL,UDB or DB2)
•Knowledge and experience with Javascript, SQL, and CSS/HTML
•Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
•Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)
What You've Accomplished:
•Bachelor's/Master’s degree from four-year college or university.
•10+ years of experience, with 5+ years in a leadership role, driving customer service and success in a customer-facing organization.
•Excellent communication (written and verbal) and public speaking skills are required.
•Drive service excellence by providing the team with a holistic and consistent experience.
•Partner with cross functional teams to develop a customer support model to fit customer demand.
•Strategic mindset towards organizational efficiency, constantly optimizing processes.
•Mentor the team, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.
•Performance management
•Oversee the global scheduling and organizing of support based on customer requests for a 24/7 support model.
•Build strong partnerships with cross-functional teams and departments.