Senior Engineer, Technical Support
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:
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, to attend to incidents when they occur
Who You Are:
- You have 3+ years of experience in suport capacity, ideally within enterprise/Saas environment
- Demonstrated effective oral and written communication skills, including poise in pressure situations
- Independent thinker, but good team player
- Excellent customer relations skills and organization skills
- Ability to work in a flexible, team environment
- Strong analytical and problem-solving skills
- Opneness to AI and ability to apply AI solutions in daily work
- Excellent command of English language
What You've Accomplished:
- Proven track record in handling high-severity incidents and providing timely resolutions.
- Strong analytical and problem-solving skills.
- Knowledge of OOP concepts, Exception Handling, Collections concepts, and File systems.
- Experience with J2EE Application Servers (preferably WebSphere, WebLogic, or Tomcat) and/or relational databases (preferably SQL, Oracle, DB2, or UDB).
- Familiarity with cloud platforms (AWS, GCP) and NoSQL (desired)
- Familiarity with Kubernetes 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-KS1 ‘#LI-hybrid’
Additional Information
Base salary range for this role is 149,400 - 223,400 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.
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