Senior Technical Support Engineer

Pegasystems; Arizona; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading technology company is seeking a Senior Technical Support Engineer to provide expert-level support for security applications and frameworks. You will engage with clients to navigate complex security challenges while collaborating with global teams. Required qualifications include 5+ years of related experience and a degree in Computer Science. The role offers a flexible work environment and competitive benefits.

Benefits

Competitive global benefits

Employee equity in the company

Flexible work environment

Qualifications

• 5+ years of experience in enterprise product support or development.
• Experience with authentication and authorization mechanisms such as OAuth2, SAML, and OIDC.
• Working knowledge of security policies like CSP and CSRF.

Responsibilities

• Provide expert-level support for Pega's security applications.
• Collaborate with teams to resolve client issues.
• Manage customer expectations and communications effectively.

Skills

Technical support

Security expertise

Customer communication

Problem-solving

Education

Bachelor's or Master's degree in Computer Science or related field

Job description

We are the face of Pega. Our aim is to provide world-class technical support and strategic guidance on Pegasystems’ Products and Applications, with a focus on its security-ensuring our clients' platforms remain resilient, compliant, and secure. You will collaborate with top-tier colleagues and global customers to solve complex challenges and drive meaningful outcomes.

Due to the nature of work with FedRamp, US Citizenship is required

Picture Yourself at Pega:

In this Senior Technical Support Engineer role, you will engage with senior-level stakeholders, supporting security aspects of our SaaS products and applications. You will be a trusted advisor, helping clients to navigate authentication, authorization, encryption, and vulnerability mitigation across their enterprise deployments.

What You'll Do at Pega:

• Provide expert-level support for Pega's security applications and frameworks
• Drive support cases to timely and quality clarification and subsequent resolution in Pega.
• Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
• Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
• Establish priorities and communicate rationale and timeframe clearly to clients.
• Work proactively on issues to avoid escalations by meeting Pega’s service level agreement.
• Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
• Be a subject matter expert in product functionality and use to drive client-based solutions.
• Contribute to ideas and suggestions for Process/Product improvement.
• Flexibility to work in staggered shifts, including weekend coverage as per business needs.

Who You Are:

• An experienced technical expert with enterprise product support or development experience, a focus on security is ideal
• Skilled in diagnosing complex SaaS application issues and proposing scalable, secure solutions
• Demonstrated customer-facing skills including expectation management, communication skills, information management.
• Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
• Preferably living in West Coast/Mountain/Central locations for this remote position.

What You've Accomplished:

• Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
• Working knowledge of Security Policies such as CSP, CSRF, and CORS
• Solid understanding of Security Operations including data encryption, JWT’s, Token Management, Keys and Certificate Management
• Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
• Bachelor's or Master's degree in Computer Science, Computer/Electronic Engineering, or a related field of study are preferred
• 5+ years of experience in enterprise product support; development or troubleshooting capacity in Java/J2EE
• 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

Pegasystems Inc. is an Equal Opportunity employer and 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.