Sr. Director, Software Support Engineering

Pega Bedford , NH 03110

Posted 2 weeks ago

Meet Our Team:

As an innovator and change agent in Pega's Global Customer Support leadership team, you will own the North America support process, drive quick resolution of client issues and grow, maintain and develop a team of highly capable and technically talented problem solving engineers.

Picture Yourself at Pega:

Dedicated to the success of North American Global Customer Support, you are a thought leader who can drive innovation and change. You have an aptitude for understanding customer and partner needs and are quickly able to gain the insight needed for issue resolution. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeat business and increased adoption.

What You'll Do at Pega:

  • Lead and demonstrate superior technical and procedural excellence, while independently managing complex escalations and providing a superior experience

  • Ensure SLA's are maintained, while continually seeking opportunities to increase customer satisfaction, deepen client relationships and improve the delivery of customer support

  • Direct the activities of customer support teams to ensure that all client needs are handled in a professional, courteous and timely manner

  • Promote employee development, including coaching, mentoring, and identifying opportunities for improvement in the technical, customer relations, and process areas

  • Create a culture of ownership and accountability ensure teams understand their objectives and are provided the tools and guidance to be successful

  • Provide strategic and tactical planning for the support team to ensure operational effectiveness, including 24 x 7 coverage planning and high quality interactions with clients

Who You Are:

  • 10+ years of comparable experience in an enterprise SaaS or PaaS organization

  • Experience managing large teams, both on premise and remotely; you will be responsible for upwards of 50 individuals

  • Excellent communication skills, especially in customer service situations

  • Demonstrable experience in the creation and implementation of process improvements through influence and facilitation

What You've Accomplished:

  • Analyzed, troubleshot and resolved enterprise software issues

  • Have built out and mentored software engineering teams within high growth organization

  • Developed strong analytical and problem solving skills and the ability to quickly differentiate between problems

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

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Sr. Director, Software Support Engineering