Senior Technical Support Engineer, User and Product Experience - Pega CSA & CSSA

Meet Our Team:

We are face of Pega. Our aim is to provide world class technical support and advice on the use of Pegasystems’ Products and Applications.  We make it easy, pleasant, and rewarding for our clients to work with us. You will be working along with best colleagues and clients across the globe.

Picture Yourself at Pega:

In this role, you will interact with customers and partners at 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 repeat business and increased adoption.

At Pega, we actively explore and embrace emerging AI capabilities with curiosity, responsibility, and a drive for meaningful innovation. You will work in an environment where AI‑enabled tools are used to enhance learning, improve engineering efficiency, and support better decision‑making across the cloud platform. We expect engineers to apply critical thinking to all AI‑generated outputs—validating accuracy, quality, and relevance before applying them in production environments. We view AI maturity as a spectrum, progressing from foundational adoption toward more strategic, advocacy‑driven integration, and you will play an active role in that journey.

What You'll Do at Pega:

• Provide end-to-end client support and resolve technical issues across channels
• Manage critical (Severity 1) incidents and collaborate with Engineering for resolution
• Analyze issues, logs, and trends to identify root causes and drive solutions
• Maintain accurate case tracking while adhering to SLAs and support standards
• Deliver client-focused solutions with strong product understanding
• Enhance client experience through clear communication, empathy, and proactive engagement
• Contribute to documentation, troubleshooting guides, and continuous product improvements
• Work on on-call responsibilities including weekend coverage as per business needs

Who You Are:

You demonstrate a strong Growth Mindset—embracing curiosity, continuous learning, and adaptability in a fast‑changing technology environment. You are comfortable speaking about AI with confidence and conviction, and you view AI as an enabler to improve outcomes rather than a substitute for sound engineering principles.

You challenge assumptions, learn quickly from change, and apply critical thinking to validate outputs and make informed decisions. You bring a thoughtful, quality‑driven approach to your work and actively contribute to a culture of innovation, collaboration, and continuous improvement.

What You've Accomplished:

• Bachelor’s degree with 4 to 6 years of experience in Pega product support, development, or troubleshooting
• Strong programming fundamentals with hands-on knowledge of Java, OOPS, data structures, and front-end technologies (JavaScript, HTML, CSS, React)
• Exposure to frameworks/libraries (jQuery, AngularJS) and debugging across mobile, accessibility, and cross-browser environments is a plus
• Ability to quickly learn Pega platform and BPM concepts; relevant Pega certifications (CSA and CSSA) are advantageous
• Strong analytical, problem-solving, and solutioning capabilities with focus on continuous improvement
• Excellent communication, client handling, and collaboration skills, with ability to work independently and in teams

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products
• An opportunity to work in an organization that actively invests in AI‑enabled learning, innovation, and responsible adoption across its engineering practices
• Creative, inclusive, agile, and flexible work environment that fosters a fun culture, along with continuous opportunities for learning and skill development
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
  
  #Li-CK