Principal Technical Support Engineer

Principal Technical Support Engineer

Job Category: Client Support

Location: US - Massachusetts - Waltham

Meet Our Team:

We are the face of Pega. Our aim is to provide world class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.

Due to occasional work with FedRamp; US Citizenship is required.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role you will - The Principal Technical Support Engineer (PTSE) is the person the experts go for help. PTSEs work directly with Pegasystems’ staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.

What You'll Do at Pega:

You will contribute their technical expertise and Pegasystems product knowledge in resolving complex technology challenges to help customers in meeting their business needs.

Who You Are:

• Strong analytical and problem-solving skills.

• Bachelors or Master’s degree in Computer Science and Engineering, or equivalent

• Ability to identify, propose and implement solutions and ability to work in a flexible, team environment

• Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture

• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict

• Proven ability to interact directly with customers at all levels

• Demonstrated customer-facing skills including expectation management, communication skills, information management

• Demonstrated effective oral and written communication skills, including poise in pressure situations

• Good to have: Experience working with J2EE Application Servers and/or relational databases

• Troubleshooting and debugging experience

What You've Accomplished:

• 5+ years of experience in a technical support role involving Java, J2EE expertise and databases programming experience.

• 4+ years with enterprise support with the demonstrated ability to successfully interact in technical discussions

• 2+ years of experience as a J2EE servers administrator and J2EE server software products support with exposure to database concepts and administration

• Experience with PEGA 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#LI-KH2

Additional Information

Base salary range for this role is 100,800 - 153,500 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

Job ID: 24014

AI in Action – Responsible Use of AI in Recruitment

Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support.

All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used.

Culture

At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

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.

This same mindset shapes how we work, encouraging curiosity, continuous learning, and smarter ways of working with AI. At Pegasystems, we believe the best ideas come from curious people who embrace change, learn continuously, and use AI to work smarter and move faster. Guided by our values, we bring a growth mindset to every challenge and create lasting impact together.

Export Compliance

For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations

If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity