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Senior Service Assurance Advisor

Job Category: Client Support

Location: US - Connecticut - Remote | US - Delaware - Remote | US - Florida - Remote | US - Georgia - Remote | US - Maine - Remote | US - Massachusetts - Remote | US - New Hampshire - Remote | US - New Jersey - Remote | US - Pennsylvania - Remote | US - Rhode Island - Remote | US - South Carolina - Remote | US - Texas - Remote | US - Vermont - Remote | US - Virginia - Remote

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Meet Our Team:

Pegasystems is growing and 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 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. In this role, you’ll help us design, develop, implement and test the next generation of Pega’s products. 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

• Work with new Cloud clients to ensure technical success, and work with clients to anticipate potential problems- addressing them so that they do not become an issue

• Leverage monitoring technologies to provide problem recognition and diagnosis quickly and efficiently.

• Work across multiple teams while also ensuring timely client updates.

• Work on a portfolio of clients encountering technical service issues and make certain a high level of satisfaction with Pega services is achieved.

• Work with other Service Assurance Advisors on removing impediments or blockers to keep issue investigations moving forward.

• Understand Pega products and services, and how clients use them to drive effective solutions.

Collaboration and Innovation

• Collaborate with multiple Tribes and Alliances while also ensuring timely client updates by owning challenges.

• Collaborate with global teams to remove impediments and blockers in order to keep issue investigations moving forward to meet established deadlines.

• Understand and articulate the client’s requirements to ensure that the client’s optimal success criteria are met.

• Leverage Feedback process to contribute to ideas and suggestions for Process and Product improvements.

Who You Are:

You are a highly driven technical client-facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.

You are deeply committed to quality, as well as demonstrating creative troubleshooting skills.

What You've Accomplished:

• Bachelor’s degree in computer science, or equivalent

• 7-9 years of professional experience; Pega Consulting experience is preferred, but not required

• Ability to obtain CSSA or CLSA certification upon hire; pre-certification a plus!

• Strong oral and written communication skills, leadership and poise in pressurized situations

• Proven ability to interact directly with clients at a technical level

• Ability to gain in-depth knowledge of existing and new Pega products and services

• Knowledge of AWS, PCF, GCP

• Knowledge of Jakarta EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)

• Knowledge of database administration (Oracle, Postgres)

• Knowledge and experience with JavaScript, SQL, and CSS/HTML

• 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-KH2

Job ID: 21561

It 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.

https://www.pega.com/about/careers/equal-employment-opportunity