Principal Technical Support Engineer, Stability and Reliability

Meet Our Team

We are the face of Pega, delivering world-class technical support and guidance on Pega products and applications.

Our goal is to make every client interaction easy, rewarding, and professional. You’ll collaborate with top-tier colleagues and clients from around the globe.

Picture Yourself At Pega

The Principal Engineer, Technical Support is a key technical role within Global Client Support (GCS). You would be the first point of contact for customers to address technical issues, escalation and solve complex problems.

You will be responsible for managing high-severity incidents, performing root cause analysis, and ensuring platform stability across global client environments. You will work closely with engineering, cloud operations, and client success teams to resolve complex technical issues and proactively prevent recurrence.

This position develops customer satisfaction and loyalty by providing superior support services for our global client base.

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

• Build strong client relationships by resolving issues swiftly and professionally, setting clear priorities and timelines.
• Lead resolution of complex technical issues within your area of expertise.
• Apply deep knowledge of Pega products to support clients through development, staging, and production.
• Own issues end-to-end, collaborating across teams and providing regular client updates.
• Work with global teams to remove blockers and meet resolution deadlines.
• Proactively manage issues to prevent escalations and meet SLAs.
• Continuously learn and share knowledge on new Pega technologies.
• Leverage AI tools and automation to enhance diagnostics, accelerate issue resolution, and improve support efficiency.
• Be flexible with staggered shifts, on-call duties, and weekend coverage as needed.
• Mentor new team members and help them integrate into Pega’s culture and technology.

Who You Are

• Strong oral and written communication, with composure under pressure and a collaborative mindset in agile environments.
• Proven customer-facing abilities, including expectation management and clear, professional communication across all levels.
• Advanced teamwork and conflict resolution skills, with experience negotiating across groups.
• Strong technical aptitude for diagnosing and resolving complex enterprise application issues across full-stack deployments.
• Skilled in handling Severity-1, Major Incident Management, and critical client escalations with rapid understanding of architecture and root cause identification.
• 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

• 7-9 years in product support, ideally within a product organization.
• Proficient in Core Java/JEE or certified Pega System Architect.
• Strong troubleshooting and debugging skills for enterprise software solutions.
• Quick learner with ability to integrate new technologies into existing products.
• Skilled in handling Severity-1, FTS, and critical client escalations with rapid understanding of architecture and root cause identification.
• Effective communicator and team player, capable of working independently or collaboratively.
• Strong tactical thinking—adept at providing workarounds, analyzing real-world problems, and approaching challenges with creative solutions.
• Knowledge of RCA frameworks and incident documentation standards.
• Hands‑on experience with Pega or Java (mandatory).
• Familiarity with Kubernetes, Docker, performance tuning, databases, and monitoring tools is a plus.

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
• An opportunity to work in an organization that actively invests in AI enabled learning, innovation, and responsible adoption across its engineering practices

Job ID

23195