Senior Engineer, Technical Support - User and Product Experience
Meet Our Team:
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
Picture Yourself at Pega:
In this role, you will interact with customers and partners at senior levels to support Pega technology, gain insight and understand the customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeat business and increased adoption.
What You'll Do at Pega:
- Perform direct client support via telephone, email, and electronic mechanisms.
- Respond promptly to client and engineering inquiries to handle and resolve client issues.
- Work on critical issues and severity 1 situations.
- Understand product functionality and use to drive client-based solutions.
- Take ownership of technical issues that require collaboration with Engineering.
- Record, track, and document support cases using Pega Support.
- Analyze log and core files to spot common trends and underlying problems.
- Adhere to GCS case management practices, including meeting defined SLAs.
- Demonstrate a high level of empathy for client concerns and commitments to timelines.
- Efficiently understand and translate product and environment issues into technical solutions.
- Continually seek opportunities to increase client satisfaction and deepen client relationships.
- Document troubleshooting and problem resolution steps.
- Advise and educate client service personnel on best practices and proper configuration to achieve optimal results.
- Work as a team member, integral to the successful implementation of targeted objectives
- Help with Troubleshooting documents to aid case investigations within the associated tribe.
- Contribute to problem management activities and highlight hotspots/patterns and trends with cases to highlight product quality feedback to Product counterparts.
- Provide feedback to the Documentation, Engineering and Product Management teams to improve the quality of our products and documentation.
- Work effectively with teams or work groups outside the formal line of authority to accomplish technical, functional, and organizational goals.
Who You Are:
- 5-7 years of strong knowledge and experience in front end technologies, UI (JavaScript, HTML and CSS) and ReactJS are must.
- Knowledge of Core Java, good understanding of OOPS, Data Structures and exposure to JavaScript libraries like jQuery, and AngularJS is a plus.
- Added advantage debugging Mobile, accessibility, cross-browser issues.
- Strong interest and desire to learn BPM and working experience on Pega Platform.
- Fluent in English to provide focused support.
- Independent thinker, but good team player
- Excellent client relations skills and organization skills
- Desire to continually learn.
- Strong analytical and problem-solving skills
- Ability to identify, propose and implement solutions.
What You've Accomplished:
- Minimum of 5 years of experience in a product support, development or troubleshooting capacity
- Bachelor’s degree in computer science or related areas
- Complete all trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance
- Working programming knowledge and experience
- Ability to rapidly gain in-depth knowledge of existing and new Pega products.
- Demonstrated effective oral and written communication skills, including poise in pressure situations.
- Aptitude for streamlining processes to identify efficiencies and improvements.
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
- Opportunities working with modern cloud native technologies including Kubernetes, Microservices, Serverless and more.
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AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity 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.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
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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