Application Support Engineer, Sales Automation
Meet Our Team:
Sales Automation (SA) Internal is one of the critical live applications, which operates in a fast-paced development and delivery environment. This application is used by top executives and GTM (Go-To-Market) teams at various levels. SA Internal team consists of top-notch engineers who are self-driven, have a strong sense of ownership, and passionate about customer success. SA Helpdesk function plays an important role in helping Pega grow by ensuring that Sales Automation application is working seamlessly in support of entire GTM teams. We strive for excellence and embrace agile methodologies to achieve it.
Picture Yourself at Pega:
Application Support Engineer is a key member of the Sales Automation Helpdesk function within Sales Automation Internal team. In this role you will execute application support and sales operations activities. You will collaboratively work with sales operations and application engineers on automation initiatives and collaborate effectively with business users to resolve support issues and improve the experience for Sales Automation users.
What You'll Do at Pega:
- Provide assistance to end-users in resolving support issues with Sales Automation application through problem and issue investigation using applications support tools and best practices
- Understand product functionality and use to drive client-based solutions
- Monitors application for stability and quality
- Communicate status updates and issue resolutions to users and stakeholders
- Identify issues and offer solutions in collaboration with sales operations & development teams
- Respond promptly to client and engineering escalation inquiries
- Record, document and track support cases using ITSM tool
- Meet or exceed SLAs for client response time as well as case resolution
- Documents known issues and solutions in knowledgebase
- Provide input into best practices and processes based on daily support experiences.
- Analyze log and core files to spot common trends and underlying problems
Who You Are:
- Fluent in English with ability to provide clear, focused written and verbal communication
- Independent thinker, but good team player
- Excellent client relations skills and organization skills
- Desire to continually learn
- Strong analytical and problem-solving skills
What You've Accomplished:
- 2-4 years of experience in a product support, development or troubleshooting capacity
- Working experience on Pega Platform (CSA/CSSA certification is a plus).
- Bachelor’s degree in Computer Science or related areas
- Ability to rapidly gain in-depth knowledge of existing internal applications
- Effective oral and written communication skills, including poise in pressure situations
- Ability to identify, propose and implement solutions.
- Good Knowledge of RDBMS and SQL experience.
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 ofpay + bonus incentive, employee equity in the company
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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. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.
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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