Technical Support Engineer, User and Product

Technical Support Engineer, User and Product Experience – Waltham, MA (3x a week in‑office) – US citizenship required due to occasional Fed Ramp work.

is the face of Pegasystems, delivering world‑class engineering support and advisory services on our CRM applications and AI‑driven platforms. As a Technical Support Engineer, you will collaborate with engineers and customers worldwide, troubleshooting unique software solutions—many powered by AI—to help clients derive real‑world business advantages.

• Provide world‑class technical support for Pega’s products, including AI‑enabled features and solutions.
• Apply deep technical knowledge of Pega products, AI, machine learning, and automation to resolve client issues.
• Collaborate with peers and product teams to research problems and deliver timely solutions, often leveraging AI‑powered tools such as CoPilot.
• Maintain exceptional customer relationships by addressing support tickets with speed, accuracy, and professionalism.
• Own and drive support incidents with proactive actions to avoid escalations and meet service level agreements.
• Work with field engineers to assist on‑site teams in resolving complex issues, including AI‑driven processes.
• Become a subject‑matter expert in product functionality—especially AI and automation—and use that expertise to deliver client‑focused solutions.
• Continuously learn about product updates, technological trends, and AI advancements.

• Strong technical skills with the aptitude to quickly understand complex enterprise application issues, including AI and automation.
• Comfortable using AI‑powered tools (e.g., CoPilot) to enhance daily work effectiveness.
• Effective oral and written communication skills, with poise under pressure.
• Enjoys solving technical problems, is curious, and loves learning about emerging technologies such as AI.
• Prefers a technically diverse role that offers continual learning and new challenges.
• Independent thinker, strong team player, and passionate about client success.
• Flexible and adaptable, able to cover adjusted hours and a rotating on‑call schedule, including weekends.

Base salary range: $69,900 - $104,500 USD annually. Eligible for annual bonus or commission, and additional benefits and incentives. Final compensation will be determined at offer based on education, experience, skills, and market conditions.

We are an equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected category in compliance with applicable laws.