Senior Technical Support Engineer

Meet Our Team:

We are the face of Pega in Japan, delivering world-class technical support and guidance on Pega products and applications to some of Japan's most prominent enterprises. Our goal is to make every client interaction easy, rewarding, and professional. You will join a highly skilled, globally connected team and contribute to helping leading Japanese organizations navigate their digital transformation journeys powered by Pega technology.

Picture Yourself at Pega:

The Engineer, Technical Support  is an technical role within Global Client Support (GCS), ideal for early-career professionals who are eager to build expertise in enterprise software support. In this role, you will serve as a first point of contact for clients, learning to triage and resolve technical issues under the guidance of experienced engineers. You will develop a working knowledge of Pega products across development, staging, and production environments, while following established GCS support processes and best practices. This is a role for someone who is genuinely curious, motivated to grow, and committed to delivering a professional, client-first experience from day one.

What You'll Do at Pega:

• Build positive client relationships by addressing issues professionally, setting clear priorities, and keeping clients informed throughout the resolution process.
• Support the resolution of technical cases within your assigned area, escalating appropriately to senior engineers when needed.
• Develop hands-on knowledge of Pega products to assist clients across development, staging, and production environments.
• Own your cases end-to-end: gather relevant logs and collateral, document findings clearly, and maintain timely client communication.
• Collaborate with team members and global colleagues to remove blockers and meet resolution timelines.
• Follow GCS best practices for case hygiene, SLA adherence, and internal communication standards.
• Continuously build your knowledge of Pega technologies through enablement sessions, the Pega Community, and peer learning.
• Leverage AI tools and automation to support diagnostics and improve your efficiency in case resolution.
• Be flexible with staggered shifts, on-call duties, and weekend coverage as required to support client environments.
• Actively participate in onboarding missions and work toward your Pega Certified System Architect (CSA) certification.

Who You Are:

• A clear and professional communicator in both Japanese and English — able to explain technical concepts accessibly to clients and collaborate effectively with global colleagues.
• A customer-oriented individual with a genuine desire to help, capable of managing client expectations with empathy and composure.
• A collaborative team player who knows when to ask for guidance and is comfortable working within structured support processes.
• A technically curious self-starter with an aptitude for diagnosing application issues and a willingness to learn enterprise software environments from the ground up.
• Calm and methodical when under pressure, with an ability to gather the right information quickly and communicate status clearly.

What You've Accomplished:

• A Bachelor's degree in Computer Science, Computer Engineering, or a related technical discipline.
• Up to 2 years of experience in technical support, software development, or a related field; fresh graduates with strong technical foundations are welcome to apply.
• Basic familiarity with Core Java/JEE or an interest in obtaining Pega Certified System Architect (CSA) certification (training and support provided).
• Foundational understanding of troubleshooting and debugging in enterprise software environments.
• Ability to quickly absorb new technologies and apply them in a structured support context.
• A collaborative and dependable team member, capable of working both independently and within a globally distributed team.
• Analytical mindset with an ability to gather information, describe problems clearly, and contribute to root cause documentation.
• Familiarity with Pega or Java is an advantage; hands-on experience is a plus but not mandatory.
• Exposure to databases, application servers, or monitoring tools is beneficial.
• High-level proficiency in Japanese (JLPT N1 preferred) and business-level English are mandatory for effective internal collaboration with global Pega teams and client engagement within Japan.

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

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