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Pegasystems · 22 hours ago

Technical Support Engineer, User and Product Experience

Waltham, MA

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $104K/yr

2+ years exp

Pegasystems is a global software company known for its AI-powered solutions. The Technical Support Engineer will provide world-class technical support for Pega’s products, engage with clients to resolve issues, and collaborate with product teams to enhance customer experience.

Artificial Intelligence (AI)CRMRobotic Process Automation (RPA)Software

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Provide world-class technical support for Pega’s products, including AI-enabled features and solutions

Apply your knowledge and technical competence on Pega products and services—including AI, machine learning, and automation—to support the resolution of client issues every day

Collaborate with peers and product teams as needed to research problems and provide solutions to our clients in time-critical situations, often leveraging AI-powered tools such as CoPilot to enhance troubleshooting and customer support

Strive to maintain exceptional customer relationships by handling client questions and concerns on their support tickets with speed, accuracy, and professionalism

Demonstrate ownership and drive support incidents with proactive actions to avoid escalations and thereby meet Pega’s service level agreements

Work with field engineers to assist on-site teams in resolving complex issues, including those involving AI-driven processes

Become a subject matter expert in product functionality—including AI and automation—and use that expertise to drive client-focused solutions

Continuously learn about our products, the latest technological trends, and advancements in AI to stay ahead in today’s market

Qualification

Pega products knowledgeAIAutomationTroubleshooting skillsFrontend technologiesDatabase technologiesCuriosityClient success focusLearning orientationOn-call availabilityJava programmingPega Certified System ArchitectEffective communicationProblem-solvingTeam playerSelf-starterAdaptabilityFlexibility