Senior Technical Support Engineer

OverviewSenior Technical Support EngineerJob Category: Client SupportLocation: US - Arizona - Remote | US - California - Remote | US - Colorado - Remote | US - Montana - Remote | US - Nevada - Remote | US - Utah - Remote | US - Washington - RemoteMeet Our TeamWe 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 requiredPicture Yourself at PegaIn 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 PegaProvide expert-level support for Pega's security applications and frameworksDrive 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 AreAn experienced technical expert with enterprise product support or development experience, a focus on security is idealSkilled in diagnosing complex SaaS application issues and proposing scalable, secure solutionsDemonstrated 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 suitePreferably living in West Coast/Mountain/Central locations for this remote position.What You/'ve AccomplishedExperience 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 CORSSolid understanding of Security Operations including data encryption, JWT’s, Token Management, Keys and Certificate ManagementExperience 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 preferred5+ years of experience in enterprise product support; development or troubleshooting capacity in Java/J2EEPega Offers YouGartner Analyst acclaimed technology leadership across our categories of productsContinuous learning and development opportunitiesAn innovative, inclusive, agile, flexible, and fun work environmentCompetitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2Job ID: 22229It 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.#J-18808-Ljbffr

Created: 2025-09-17