Senior Engineer, Technical Support
Meet Our Team:
This is an opportunity to join the growing Global Client Support (GCS) Team of Pegasystems. GCS delivers technical guidance and help resolve requests for one of the biggest and hottest brands in the world. This is an excellent time to learn new cutting-edge technology and work with a driven, international team in our expanding location in Krakow.
Picture Yourself at Pega:
You will be part of an ‘as-a-Service’ organization that operates 24x7x365 for our clients. You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega’s service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems’ Software as a Service (SaaS) Products and Applications.
What You'll Do at Pega:
- You will apply your knowledge and technical competence on Pega products and services to support client incidents every day
- You will collaborate with Product and Application teams as needed to research problems and provide solutions to our clients in time critical situations
- You will strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism
- You will drive support incidents with proactive actions to avoid escalations and thereby meeting Pega’s service level agreements
- You will mentor new members in the team on the technical and process front
- You might be expected to work weekend shifst and/or on-call in the future, to attend to incidents when they occur
Who You Are:
- A technically curious and adaptable professional who thrives in fast-paced, collaborative environments
- A clear communicator, especially under pressure, with a strong sense of ownership and teamwork
- Flexible to support on-call rotations and weekend shifts as needed
- Committed to continuous learning and sharing knowledge with peers
What You've Accomplished:
- Hold a technical degree and have 3+ years of experience supporting enterprise software
- Diagnosed complex issues using log analysis, SQL, and REST/SOAP API integrations
- Delivered customer support via ticketing systems (e.g., Jira, ServiceNow), demonstrating responsiveness and clarity
- Applied scripting skills (Java, Python, Bash) and SDLC knowledge to troubleshoot and automate tasks
- Fiamiliarity with cloud platforms (AWS, GCP, Azure) and NoSQL (desired)
- Exposure to Pega CDH, Next-Best-Action, and CRM/marketing automation platforms would be a plus
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-hybrid’ #LI-KS1
Additional Information
Base salary range for this role is 143,000 - 213,800 PLN annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.
The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.
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.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
Apply Now
Already have an account? Log in.