Principal Technical Support Engineer, 1:1 Customer Engagement in Reading

This is an opportunity to join the growing Global Client Support (GCS) Team of Pegasystems. GCS delivers technical guidance and helps resolve requests for one of the biggest and hottest brands in the world. This is an excellent time to learn new cutting-edge technology and work with a driven, international team in the UK and the whole EMEA region.

Picture Yourself at Pega

You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega’s service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems’ Software as a Service (SaaS) Products and Applications.

What You’ll Do at Pega

• You will apply your knowledge and technical competence on Pega products and services to support client incidents every day.
• You will collaborate with Product and Application teams as needed to research problems and provide solutions to our clients in time critical situations.
• You will strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism.
• You will drive support incidents with proactive actions to avoid escalations and thereby meeting Pega’s service level agreements.
• You will mentor new members in the team on the technical and process front - provide them with assistance in driving support incidents as needed.

We are an “as-a-Service” company, operating 24x7x365 for our clients. As a result, you may be expected to be open to shift work and/or on-call to attend to incidents when they occur.

Who You Are

• You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, client’s end-to-end application deployments, products and underlying architecture to solve problems.
• You demonstrate effective oral and written communication skills, including poise in pressure situations.
• You are a team player; you like to collaborate with different teams and drive results despite conflicts.
• You are flexible to on-call rotation needs, open to work in shifts including weekend coverage as per client needs.
• You are passionate about self-learning and knowledge sharing within the team with respect to new technology.

What You’ve Accomplished

• A Technical Degree and a minimum of 6+ years supporting complex Enterprise Software.
• Strong analytical/problem-solving skills with a methodical approach to troubleshooting, including log analysis and diagnostics.
• Excellent customer-facing communication and experience managing support cases via ticketing systems (Jira, Zendesk, ServiceNow).
• Strong understanding of Object Oriented Programming principles (e.g. Java, Python, Golang, Bash) and foundational understanding of SDLC and software development practices.
• Proficient with relational databases and SQL for troubleshooting, plus familiarity with NoSQL (e.g., Cassandra) and real-time streaming concepts (Apache Kafka).
• Experience integrating applications via REST/SOAP APIs and working with cloud platforms (AWS, GCP, Azure).
• Team-oriented, fast learner who thrives in fast-paced environments and actively shares knowledge. Passion for technology and exposure to CRM, marketing automation, or decisioning platforms (would be a major 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.

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.