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.

- Own issues end-to-end, collaborating across teams and providing regular client updates.

- Proactively manage issues to prevent escalations and meet SLAs.

- Leverage AI tools and automation to enhance diagnostics, accelerate issue resolution, and improve support efficiency.

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.

What You've Accomplished :

- Minimum 7+ years in product support, ideally within a product organization.

- Skilled in handling Severity-1, FTS , and critical client escalations with rapid understanding of architecture and root cause identification.

- Strong tactical thinkingadept at providing workarounds, analyzing real-world problems, and approaching challenges with creative solutions.

- Knowledge of RCA frameworks and incident documentation standards.

- 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.