Application Support Engineer
Meet Our Team:
Pega is at the forefront of enterprise technology and is quickly growing. The IT Production Support team plays a critical role in helping Pega grow by supporting our internal users and external clients in the use of our enterprise applications and cutting-edge technologies used to run our business.
**This position is ineligible for sponsorship now or in the future**
Picture Yourself at Pega:
As a member of an innovative team of IT professionals, you will work closely with talented engineers and product owners across the globe to deploy, and support enterprise applications that are used to run our business at Pega. The IT Application Support team plays a key role in helping Pega to grow by ensuring that our enterprise applications are working seamlessly in support of our core business functions, product and engineering teams, customer facing organizations, and security and compliance stakeholders; as well as for our external stakeholders, clients, and partners. As a member of this team, you will analyze and resolve routine to moderately complex problems, including implementing configuration and operational changes, while providing a positive customer experience.
What You'll Do at Pega:
- Assist end‑users in resolving support issues across enterprise applications and SaaS offerings built on the Pega Infinity platform and third‑party systems, including configuration and operational changes.
- Use your technical knowledge and customer‑facing skills to provide timely response and resolution for internal and external technical support incidents and requests through appropriate case management systems.
- Monitor applications for stability and quality.
- Execute deployments to production using established CI/CD pipelines.
- Use experience and good judgment to prioritize issues appropriately and drive resolution through escalation, cross‑team collaboration, or business enablement as needed.
- Collaborate troubleshooting of highly complex issues with senior team members and developers
- Communicate status updates and issue resolution to clients
- Leverage tools, including GenAI assisted capabilities, to identify solutions, enable scalable knowledge sharing, and enhance knowledge bases under guidance of senior support team members.
- Meet or exceed SLAs for client response time as well as case resolution.
- Influence business decisions and best practices by applying insights.
Who You Are:
- Individual who can collaborate effectively with business users to resolve support issues and improve IT developed business applications
- Good communicator with ability to provide clear, focused written and verbal communication
- Independent thinker, but good team player
- Excellent client relations and organization skills
- Comfortable owning production issues and operating effectively during high pressure incidents
- Able to reason across multiple systems and workflows to identify root causes and effective resolution paths
- Motivated to improve processes, knowledge sharing, and operational practices based on day to day support experience
What You've Accomplished:
- Minimum of 2+ years of experience supporting, troubleshooting, or operating production SaaS or enterprise applications
- Bachelor’s degree in Computer Science or equivalent hands on experience
- Demonstrated experience supporting end to end workflows that span multiple independently owned applications
- Practical understanding of security and compliance requirements in enterprise SaaS environments, including account security, segregation of duties, and adherence to regulatory or policy driven controls
- Exposure to regulated or sovereignty sensitive environments, such as client sovereign cloud deployments, FedRAMP aligned systems, or SOX impacted processes
- Ability to rapidly learn and support new platforms and workflows without requiring deep prior knowledge of every application involved
- Strong oral and written communication skills, including the ability to explain complex, cross system issues clearly and remain effective during high pressure production incidents
#LI-JV1
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
Additional Information
Base salary range for this role is 69,900 - 104,500 USD 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.
Apply Now
Already have an account? Log in.
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