Senior Technical Escalation Manager
Meet Our Team:
Join Global Client Support, where we serve as the technical backbone for Pega's most valued clients during their most critical moments. Our team thrives on solving complex technical challenges, owning client success, and being the heroes our clients can count on when it matters most. We operate in a collaborative, fast-paced environment where your technical expertise directly impacts client satisfaction and business outcomes.
Picture Yourself at Pega:
You'll be the technical expert that clients call when they need immediate help with their most pressing challenges. In this role, you won't just provide advice from the sidelines—you'll roll up your sleeves and work directly with client teams to diagnose, troubleshoot, and resolve critical technical issues in real-time. Your work will be visible, impactful, and deeply rewarding as you become the trusted technical advisor clients rely on during their most challenging moments.
What You'll Do at Pega:
• Own critical client Situations from start to finish, taking complete technical leadership and accountability for resolution of high-priority production issues and technical challenges
• Provide hands-on technical troubleshooting by working directly with client technical teams to diagnose complex Pega Platform and Pega Cloud issues using advanced diagnostic techniques
• Act as the technical hero during high-pressure scenarios, maintaining composure and providing clear technical direction when clients need expert guidance most
• Collaborate across Pega teams including Engineering, Cloud Operations, and Product Management to coordinate rapid resolution of escalated technical issues
• Leverage deep Pega Platform and Cloud expertise to analyze system configurations, performance bottlenecks, integration challenges, and deployment architectures
Who You Are:
You're a hands-on technical expert who thrives in high-pressure environments and finds satisfaction in being the person others turn to when challenges arise
• You possess a unique combination of deep technical knowledge and exceptional communication skills, able to explain complex technical issues clearly to both technical and business audiences
• You have a natural problem-solving mindset and don't give up until the issue is resolved—you enjoy the challenge of difficult technical puzzles
• You're resilient under stress and maintain professional composure during critical situations, providing calm leadership when clients need it most
• You embrace the hero mentality—you want to be the technical expert that makes the difference in client success
• You're collaborative and know when to pull in resources, but also confident in taking ownership and driving situations independently
• You're committed to continuous learning and staying ahead of the curve on Pega's evolving technology platform
What You've Accomplished:
Earned a Bachelor's degree in Computer Science, Information Technology, or related technical discipline, or equivalent hands-on technical experience
• Built 7+ years of professional experience in technical support, consulting, implementation, or engineering roles focused on enterprise software
• Experience with Pega Platform, including application development, system configuration, and troubleshooting will be a major plus
• Working knowledge of Cloud infrastructure, deployment models, and cloud-based application architecture
• Demonstrated proven track record of successfully resolving complex technical issues in fast-paced, client-facing environments
• Cultivated excellent communication and interpersonal skills with ability to build trust and credibility with client technical teams and leadership
• Shown ability to handle stressful situations with professionalism, maintaining focus on solutions rather than problems
Pega Offers You:
• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities with access to cutting-edge technology training
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity
‘#LI-hybrid’ #LI-KS1
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity 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.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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