Principal Technical Support Engineer

Meet Our Team:

We are the face of Pega’s Global Client Support organization, delivering world-class technical expertise while building trusted partnerships with our clients. Within the Security division, we are responsible for protecting customer environments, ensuring platform resilience, and driving a strong security posture across global enterprise deployments.

Picture Yourself at Pega:

As a Principal Engineer in GCS Security, you will operate as a technical leader, escalation owner, and security advisor, working at the intersection of Support, Engineering, and Product Security. You will handle critical customer incidents, influence product improvements, and drive proactive risk reduction strategies. Your success will be defined by your ability to resolve and prevent issues while strengthening client trust.

At Pega, we actively explore and embrace emerging AI capabilities with curiosity, responsibility, and a drive for meaningful innovation. You will work in an environment where AI‑enabled tools are used to enhance learning, improve engineering efficiency, and support better decision‑making across the cloud platform.

We expect engineers to apply critical thinking to all AI‑generated outputs—validating accuracy, quality, and relevance before applying them in production environments. We view AI maturity as a spectrum, progressing from foundational adoption toward more strategic, advocacy‑driven integration, and you will play an active role in that journey.

What You'll Do at Pega:

• Lead resolution of high-severity (Sev1/Sev2) and security-critical incidents


• Drive Root Cause Analysis (RCA) with clear remediation and prevention plans


• Improve incident response, escalation handling, and SLA adherence


• Identify systemic risks through trend analysis and implement preventive measures


• Analyze vulnerabilities, threats, and incidents; provide mitigation aligned with OWASP and industry standards


• Advise customers on secure architecture and best practices


• Serve as a trusted technical advisor to Engineering, Product, and Cloud teams


• Influence product roadmap based on field insights and security trends


• Drive initiatives to improve security, observability, and supportability


• Translate complex issues into business impact and actionable recommendations


• Build strong, trust-based client relationships


• Mentor engineers on incident handling and security best practices


• Elevate team capability through coaching and knowledge sharing


• Flexibility to work in staggered shifts, including weekend coverage as per business needs.


• Drive automation and AI-driven improvements for security detection and response


• Contribute to knowledge assets, advisories, and troubleshooting guides

Who You Are:

7-9 years in technical support, software engineering, security engineering, or related roles.

• Strong expertise in Application Security or Platform Security


• Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)


• Strong understanding of:
  
  
  
  • Authentication & Authorization
  
  
  • Encryption & Data Protection
  
  
  • Network & Infrastructure Security
  
  
  
  


• Hands-on experience debugging complex distributed systems and enterprise applications


• Strong knowledge of Java, APIs, web technologies, and system architecture


• Experience with cloud platforms (AWS/Azure/GCP), Kubernetes, microservices


• Ability to remain composed and decisive in high-pressure, critical situations


• Strong influencing ability across teams without direct authority


• Excellent communication skills (technical + executive-level articulation)


• You demonstrate a strong Growth Mindset—embracing curiosity, continuous learning, and adaptability in a fast‑changing technology environment. You are comfortable speaking about AI with confidence and conviction, and you view AI as an enabler to improve outcomes rather than a substitute for sound engineering principles.


• You challenge assumptions, learn quickly from change, and apply critical thinking to validate outputs and make informed decisions. You bring a thoughtful, quality‑driven approach to your work and actively contribute to a culture of innovation, collaboration, and continuous improvement.

What You've Accomplished:

• Successfully led to resolution of critical incidents and major escalations


• Demonstrated ownership in driving cross-functional technical or security initiatives


• Contributed to security improvements, vulnerability remediation, or platform hardening


• Proven ability to engage with senior stakeholders and global customers


• Strong problem-solving and analytical experience in complex environments


• Pega Platform experience is a strong plus


• Bachelor’s or Master’s degree in Computer Science or related field (or equivalent experience)

Pega Offers You:

• Opportunity to shape security strategy and customer trust at scale


• Exposure to cutting-edge technologies:
  
  
  
  • Cloud-native architecture
  
  
  • AI-driven support
  
  
  • Enterprise security systems
  
  
  
  


• Continuous learning and growth opportunities


• Gartner Analyst acclaimed technology leadership across our categories of products


• Inclusive, innovative, and high-impact work environment


• Competitive benefits package


• An opportunity to work in an organization that actively invests in AI‑enabled learning, innovation, and responsible adoption across its engineering practices

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