About Us
Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, helps organizations achieve new levels of agility, become more competitive, and innovate in ways they often did not know were possible. A 25-year old company based in Cambridge, MA, USA, Pegasystems is committed to a new way of developing business solutions, one that gives business users direct input and relieves IT of manual coding and assembly. With its patented Build for Change® technology, Pegasystems delivers fast and immediate business benefits including improved revenue growth of 30% and more, cost reductions of 40% and more thanks to work automation, and 5 points increase in customer retention.
Software Solutions Team Leader
Job Purpose:
A Customer Support Team Leader (CSTL) possesses the ability to work as an individual contributor, resolving significantly challenging customer problems logged by our customers and partners, as well as to lead the efforts of a team of Customer Support Engineers through direction, oversight, mentoring and skills development.
CSTL's have highly developed technical skills, and are expected to achieve expert status in one or more product or specialty areas (e.g. flow processing, or performance analysis). They should act as the go to person for advice in those areas, and work to foster an environment of continuous learning and improvement for their team members and other personnel in the company.
A CSTL is also an important contributor to the regional and global support operation as a member of the Global Customer Support Leadership team. As a member of the GCS Leadership team a CSTL helps craft organizational and process improvements and contributes to the management and direction of the full Customer Support team.
Deliverables of a CSTL include, but are not limited to:
- Ensuring that technically challenging SR's progress to resolution either through direct involvement or through the coordination of other personnel and resources
- Developing methodologies and artifacts that make tough cases easier to resolve
- Working with Engineering to improve aspects of the product that will lead to faster problem resolution or even eliminate the failure potential
- Providing technical and communication leadership on customer escalations
- Performing case reviews with CSE's to identify blocked/stuck cases and to advance their troubleshooting skills
- Mentoring and advising CSEs on both the technical and non-technical aspects of their jobs
In collaboration with the regional leader, a CSTL will provide input to key decisions within the organization such as:
- Case prioritization and routing
- Continuous improvement project implementation and prioritization
- Staff assignments
- Employee growth and development plans
In addition, a CSTL plays a direct role in managing the support relationship with Pegasystems' customers, and is charged with supporting Pegasystems' customers in their development, deployment, and management of highly technical, complex systems, and is accountable for managing and ensuring customer satisfaction as measured by customer satisfaction metrics and customer reference-ability.
Technical Expertise:- PegaRULES Process Commander development, including System Architect certification
- J2EE architecture and application servers (specifically Websphere, Weblogic, Tomcat, or JBOSS)
- Database administration (minimum 1 Database - Oracle, MSSQL,UDB or DB2)
- Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
- Communication protocols and technologies (specifically SOAP, MQ, JMS)
- Java Development
Key Result Areas:
Customer Satisfaction- Efficient and expert diagnosis of difficult and/or critical customer issues.
- Clear, concise, and effective communication to the customers and Pegasystems' management about issues and status - leading by example
- Ensuring that SLAs between customers and Pegasystems are fulfilled.
- Recognizing the need for customer management and providing leadership in these instances. Customer management refers to the need for sustained oversight during periods of intensity involving multiple and/or complex problems causing a customer significant production or implementation difficulty.
Technical Leadership- Acting as an escalation point when appropriate.
- Mentoring other CSE's to augment technical competence level of entire organization.
- Provide cogent input to Engineering on future direction, of our products
- Early determination of trends of problem types within sphere of knowledge and experience.
- Lead and participate in key Continuous Improvement initiatives to determine better methodologies and approaches to enable faster problem resolution.
- Develop, manage, and maintain effective working relationships with all relevant organizations within Pegasystems.
Quality and quantity of documented knowledge- Work to ensure we continue to improve the knowledge bases (internal and external)
- Ensure we have the Support Plays published and available on the PDN, ensure these plays are widely used and continually updated to reflect our latest troubleshooting knowledge
- Provide feedback to the Documentation team so that we continue to improve the depth and breadth of our technical documentation.
Technical Consulting- Lead technical discussions initiated by the client and Pegasystems staff concerning systems' functionality, architecture, design, interface capabilities, and other technology related topics. Enlists assistance when appropriate to facilitate technical discussions.
- Other responsibilities as required.
Must Have Attributes:- An individual who thrives in a demanding environment that imposes new challenges frequently.
- An analytical approach that can look beyond the immediate to identify weaknesses and opportunities. Continuously re-appraising the operation in the context of performance against targets, the business plan and longer term growth based on detailed knowledge and analysis of the product, the technology, the customers and the work.
- Ability and desire to commit to a shared vision of success, translate that vision into an operational plan and to take personal responsibility to lead the team to execute relentlessly, achieving a positive result in the face of obstacles, challenges and set-backs.
Supervisory Responsibility & Sphere of Influence:- Leads and grows a group of support engineers. Influences product management and other development groups.
Minimum Level of Education/Experience:
BS in Electrical Engineering, Computer Science, Computer Engineering or equivalent experience.
8 years in technology working with operating systems, file systems, relational databases, networking, software development and manufacturing of technology
Travel Requirements: - Requires a regular presence in the corporate offices and periodic visits to other Pega office locations and customer sites. Requires onsite travel to customer site when support situations warrant onsite troubleshooting and diagnosis. Up to 20% travel possible including travel for periodic training, etc.
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An Equal Opportunity/Affirmative Action Employer. Women, minorities, veterans, and people with disabilities are strongly encouraged to apply.
