Principal Technical Support Engineer

About the role

We are the face of Pega, providing world‑class technical support and advice on Pegasystems’ products and applications. The Principal Technical Solutions Engineer (PTSE) works directly with Pegasystems staff, partners, and customers worldwide to develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications throughout the product lifecycle. US citizenship is required due to occasional FedRAMP work.

Responsibilities

• Collaborate with Pegasystems staff, partners, and customers to develop, test, deploy, and manage BPM and BRE applications.
• Provide technical expertise and product knowledge to resolve complex technology challenges.
• Help customers meet their business needs by delivering effective solutions.
• Interact directly with customers at all levels, managing expectations and communication.

Requirements

• Strong analytical and problem‑solving skills.
• Bachelor’s or Master’s degree in Computer Science, Engineering, or equivalent.
• Ability to identify, propose, and implement solutions in a flexible, team‑oriented environment.
• Quickly understand complex technical issues, customer end‑to‑end deployments, products, and underlying architecture.
• Advanced teamwork skills, including collaboration, negotiation, and conflict management.
• Proven ability to interact directly with customers at all levels.
• Demonstrated customer‑facing skills: expectation management, clear communication, and information management.
• Effective oral and written communication, with poise in pressure situations.
• 5+ years of technical support experience involving Java, J2EE, and database programming.
• 4+ years of enterprise support experience with demonstrated ability to engage in technical discussions.
• 2+ years as a J2EE server administrator/support professional with exposure to database concepts and administration.
• Experience with Pega is a plus.

Preferred Skills

• Experience with J2EE application servers (e.g., WebSphere, WebLogic, Tomcat).
• Experience with relational databases (e.g., Oracle, DB2, UDB).
• Strong troubleshooting and debugging abilities.

Benefits

• Gartner‑analyst‑acclaimed technology leadership across product categories.
• Continuous learning and development opportunities.
• Innovative, inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program, including pay + bonus incentive and employee equity.

Pay

Base salary range: $100,800 – $153,500 USD annually. This role may also be eligible for an annual bonus or commission, as well as additional benefits and incentives. Final compensation will be determined during the offer process based on education, experience, skills, qualifications, and market conditions.