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Senior Director, Software Support Engineering

Cambridge , MA, USA | Business Process Management Company

  • Industry:
    Computer Software / Computer Games
  • Position Type:
  • Functions:
    General Management
    IT / Information Technology
  • Experience:
    10-12 years
Job Description:
49 people have viewed this job

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 andimprove 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


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