Senior Engineer, Technical Support - Runtime Engine

Meet Our Team:

We are face of Pega. Our aim is to Providing world class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our clients to work with us. You will be working along with best colleagues and clients across the globe.

Picture Yourself at Pega:

The Senior Engineer, Technical Support is a key technical role within Global Client Support (GCS) and the first point of contact for customers to address technical issues as well as work on escalated and/or technically challenging client issues. This position develops customer satisfaction and loyalty by providing superior support services for Pegasystems’ SaaS Products and Applications.

What You'll Do at Pega:

• Drive and engage issue resolution including complex technical issues in the area of specialization.
• Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Establish priorities and communicate rationale and timeframe clearly to clients.
• Collaborate with multiple Teams while also ensuring timely and regular customer updates by owning issues.
• Collaborate with global teams to remove impediments/blockers in order to keep issue investigations moving forward to meet established deadlines.
• Drive efficiencies on day to day technical work. Work Proactively on issues to avoid escalations by meeting Pega’s service level agreement.
• Mentor new members in the team on technical and process front. Provide timely help in case of highly challenging issues.
• Self learning and knowledge sharing with the team in new technology developments related to Pegasystems product
• Flexibility to work in staggered shifts Ready to work in shifts, work on call responsibilities including weekend coverage as per business needs

Who You Are:

• Possess strong technical skills and aptitude for quickly understanding complex enterprise application issues and client’s end-to-end application deployments, products and underlying architecture. Ability to identify, diagnose, implement solutions and identify the root cause.

• Ability to handle Severty-1s/FTS/Critical Client escalations and aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture.
• Demonstrated effective oral and written communication skills, including poise in pressure situations team player, experienced in working with agile teams.
• Proven ability to interact directly with customers at all levels Demonstrated customer-facing skills including expectation management, communication skills, information management.
• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.

What You've Accomplished:

• Minimum of 4+ years of experience in a Product Support/Development
• Strong understanding in Core Java/JEE skills or certified Pega System Architect.
• Good working knowledge on Databases (ex. Oracle, MySql).
• Good oral and written communication skills, besides being a great team player.
• Must be able to work autonomously or as part of a team to support and contributes to a cohesive overall organization.
• Strong troubleshooting and debugging skills, and has experience in analyzing, troubleshooting, and resolving enterprise software solutions.
• Ability to learn new technologies very quickly and resolve any problems involved in integrating n technologies with our in-service products.

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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