Senior Engineer, Technical Support

Picture Yourself At Pega

In this role, you will interact with customers and partners at senior levels to support Pega technology, gain insight and understand the customer needs and solutions. Our customers are the largest and most successful in their respective industries.

Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeat business and increased adoption.

What You'll Do At Pega

• Adhere to GCS case management practices, including meeting defined SLAs.
• Demonstrate a high level of empathy for client concerns and commitments to timelines.
• Efficiently understand and translate product and environment issues into technical solutions.
• Continually seek opportunities to increase client satisfaction and deepen client relationships.
• Document troubleshooting and problem resolution steps.
• Advise and educate client service personnel on best practices and proper configuration to achieve optimal results.
• Work as a team member, integral to the successful implementation of targeted objectives
• Help with Troubleshooting documents to aid case investigations within the associated tribe.

Who You Are

• knowledge and experience on front end technologies in UI (JavaScript, HTML and CSS).
• Knowledge of Core Java, good understanding of OOPS, and Data Structures.
• Good working knowledge on Databases (ex. Postgres, Oracle, MySql).
• Strong interest and desire to learn BPM and working experience on Pega Platform.
• Strong troubleshooting and debugging skills, and has experience in analyzing, troubleshooting, and resolving enterprise software issues.
• Fluent in English to provide focused support.
• Strong analytical and problem-solving skills
• Ability to identify, propose and implement solutions.
• Pega Platform Certifications on Pega 7.x/8.x CSA/CSSA is preferred.

What You've Accomplished

• Minimum of 4 years of experience in a product support, development or troubleshooting capacity
• Bachelors degree in computer science or related areas
• Working programming knowledge and experience
• Ability to rapidly gain in-depth knowledge of existing and new Pega products.
• Demonstrated effective oral and written communication skills, including poise in pressure situations.
• Aptitude for streamlining processes to identify efficiencies and improvements.