Application Support Engineer

Meet Our Team:

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 an important role in helping Pega to grow by ensuring that our enterprise applications are working seamlessly in support of Finance, Legal, Sales, Marketing, Consulting, HR, Order Management, and IT functions internally as well as for our external stakeholders, clients and partners.  We strive for excellence and embrace agile methodologies to achieve it.

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role you will - The Application Support Engineer is a key member of the IT Production Support team.  You will execute IT application support and release activities. Envision and support adherence to best practices and standards.  You will collaboratively work with other application support Engineers on automation initiatives and collaborate effectively with business users to resolve support issues and improve IT developed business applications.

At Pega, we actively explore and embrace emerging AI capabilities with curiosity, responsibility, and a drive for meaningful innovation. You will work in an environment where AI‑enabled tools are used to enhance learning, improve engineering efficiency, and support better decision‑making across the cloud platform.

We expect engineers to apply critical thinking to all AI‑generated outputs—validating accuracy, quality, and relevance before applying them in production environments. We view AI maturity as a spectrum, progressing from foundational adoption toward more strategic, advocacy‑driven integration, and you will play an active role in that journey.

What You'll Do at Pega:

• Provide exceptional technical support to end users by investigating, troubleshooting, and resolving issues within EBS applications using established support tools and best practices.
• Develop a strong understanding of product functionality and leverage that knowledge to deliver effective client-focused solutions.
• Monitor application health, stability, and performance to ensure a high-quality user experience.
• Execute code migrations and operational runbooks in accordance with established deployment and change management processes.
• Communicate proactively with clients and stakeholders on issue status, progress updates, and resolution outcomes.
• Collaborate with senior support engineers or Dev teams to identify root causes, troubleshoot complex issues, and implement sustainable solutions.
• Respond promptly and professionally to client and engineering escalations, ensuring timely resolution and stakeholder satisfaction.
• Meet or exceed service level agreements (SLAs) for response times, and issue resolution.
• Create and maintain knowledge base articles, troubleshooting guides, and documentation for known issues and solutions.
• Contribute to continuous improvement initiatives by recommending enhancements to support processes, tools, and best practices based on operational experience.
• Analyze application logs, system diagnostics, and core files to identify recurring trends, underlying issues, and opportunities for proactive problem prevention.
• You demonstrate a strong Growth Mindset—embracing curiosity, continuous learning, and adaptability in a fast-changing technology environment. You are comfortable speaking about AI with confidence and conviction, and you view AI as an enabler to improve outcomes rather than a substitute for sound engineering principles.
• You challenge assumptions, learn quickly from change, and apply critical thinking to validate outputs and make informed decisions. You bring a thoughtful, quality driven approach to your work and actively contribute to a culture of innovation, collaboration, and continuous improvement.

Who You Are:

• Strong hands-on experience supporting Pega Infinity applications in a production environment.
• Excellent understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Solid knowledge of production support operations, system monitoring, issue triaging, root cause analysis, and incident resolution.
• Proven ability to analyze, troubleshoot, and debug complex production issues independently while collaborating effectively within a team environment.
• Flexible to work in rotational shifts, participate in on-call support, and provide quarter-end production support as per business requirements.
• Good understanding of databases, SQL queries, data analysis, and integration points with upstream and downstream systems.
• Experience in identifying performance bottlenecks and working with cross-functional teams to ensure system stability and availability.
• Knowledge of Java-based applications, services, and integrations would be an added advantage.
• Excellent verbal and written communication skills with the ability to provide clear, concise, and professional updates to stakeholders and clients.
• Strong client-facing, organizational, and stakeholder management skills.
• Self-motivated professionals with a strong desire to continuously learn, adapt to new technologies, and improve operational excellence.
• Demonstrated analytical thinking, problem-solving ability, and attention to detail in a fast-paced production support environment.
• Ability to work effectively under pressure while meeting service level agreements (SLAs) and business commitments.
• Hands-on experience with AI-powered tools, Generative AI technologies are an added advantage.
• Ability to leverage AI for incident analysis, root cause identification, knowledge management, operational efficiency improvements, and support process optimization will be highly valued.
• Apply critical thinking to all AI-generated outputs - validating accuracy, quality, and relevance before applying them in testing and production environments.

What You've Accomplished:

• 3-5 years of experience in Production Support and troubleshooting to ensure high system availability and timely resolution of critical incidents.
• Bachelor’s degree in Computer Science or related areas
• Working programming knowledge in Pega Infinity and experience
• 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.
• Experience in Oracle and/or DB2 and MS/SQL

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 and bonus incentive, employee equity in the company.
• The opportunity to make a tangible impact on Pega's business operations and ability to scale.
• An opportunity to work in an organization that actively invests in AI‑enabled learning, innovation, and responsible adoption across its engineering practices

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