Lead Service Assurance Advisor

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Pegasystems is growing and our Technical Services Operations (TSO) organization is seeking an experienced customer facing expert to take on the new and vital role of Service Assurance Advisor (SAA), working with a growing peer team of talented SAA's within a newly evolving SAA function. This is a pivotal, high profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organization to meet the customer's needs. The Service Assurance Advisor also works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities.
Picture Yourself at Pega: Pega is changing the way the world builds software. This is your chance to get your hands-on leading technology that figures out what people really care about.

What You'll Do at Pega: Technical Customer Engagement:
Act as a direct point of contact within TSO for the customer to drive resolution of service issues (product and cloud), and communicate within the organization to meet the customer's needs
Leverage monitoring technologies (i.e., PDC) to provide problem recognition and diagnosis quickly and efficiently
Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production
Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates
Manage a portfolio of customers encountering technical service issues, and make certain a high level of satisfaction with Pega services is achieved
Implement and execute processes to streamline issue investigations and resolutions
Remove impediments/blockers in order to keep issue investigations moving forward
Work with customers to anticipate potential problems and address them so they do not become an issue
Process and Improvements:
Understand and articulate the customer's requirements to ensure that the customer's optimal success criteria are met
Drive tactical objectives in an assertive, mission-critical manner, as needed
Partner with Pega Product Management, Engineering, and the Customer Success organization to define, maintain and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals
Share and drive customer feedback with Product Owners, Engineering
Who You Are: The Service Assurance Advisor is a highly driven technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

What You've Accomplished: Knowledge of AWS, Microsoft Azure, PCF, GCP
Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
Knowledge of database administration (Oracle, Postgres, MSSQL,UDB or DB2)
Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)
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
#LI-PK3
Meet Our Team: Pegasystems is growing and our Technical Services Operations (TSO) organization is seeking an experienced customer facing expert to take on the new and vital role of Service Assurance Advisor (SAA), working with a growing peer team of talented SAA's within a newly evolving SAA function. This is a pivotal, high profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organization to meet the customer's needs. The Service Assurance Advisor also works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities.
Picture Yourself at Pega: Pega is changing the way the world builds software. This is your chance to get your hands-on leading technology that figures out what people really care about.

What You'll Do at Pega: Technical Customer Engagement:
Act as a direct point of contact within TSO for the customer to drive resolution of service issues (product and cloud), and communicate within the organization to meet the customer's needs
Leverage monitoring technologies (i.e., PDC) to provide problem recognition and diagnosis quickly and efficiently
Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production
Drive and engage in issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates
Manage a portfolio of customers encountering technical service issues, and make certain a high level of satisfaction with Pega services is achieved
Implement and execute processes to streamline issue investigations and resolutions
Remove impediments/blockers in order to keep issue investigations moving forward
Work with customers to anticipate potential problems and address them so they do not become an issue
Process and Improvements:
Understand and articulate the customer's requirements to ensure that the customer's optimal success criteria are met
Drive tactical objectives in an assertive, mission-critical manner, as needed
Partner with Pega Product Management, Engineering, and the Customer Success organization to define, maintain and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals
Share and drive customer feedback with Product Owners, Engineering
Who You Are: The Service Assurance Advisor is a highly driven technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.

What You've Accomplished: Knowledge of AWS, Microsoft Azure, PCF, GCP
Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
Knowledge of database administration (Oracle, Postgres, MSSQL,UDB or DB2)
Knowledge and experience with Javascript, SQL, and CSS/HTML
Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)
Pega Offers You: 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
#LI-PK3
Job ID: 20677 Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture .
We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!
As an Equal Opportunity and Affirmative Action employer, Pegasystems 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.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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