Senior Engineer Technical Support - User And Product Experience

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

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 Youll Do At Pega

• Perform direct client support via telephone, email, and electronic mechanisms.
• Respond promptly to client and engineering inquiries to handle and resolve client issues.
• Work on critical issues and severity 1 situations.
• Understand product functionality and use to drive client-based solutions.
• Take ownership of technical issues that require collaboration with Engineering.
• Record, track, and document support cases using Pega Support.
• Analyze log and core files to spot common trends and underlying problems.
• 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.
• Contribute to problem management activities and highlight hotspots/patterns and trends with cases to highlight product quality feedback to Product counterparts.
• Provide feedback to the Documentation, Engineering and Product Management teams to improve the quality of our products and documentation.
• Work effectively with teams or work groups outside the formal line of authority to accomplish technical, functional, and organizational goals.
  
  

• 5-7 years of working experience with Java/J2EE stack.
• In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems
• Working knowledge of RDBMS with preferably Postgres, oracle
• Very Good Knowledge of Docker and Kubernetes – software containerization platform to create deploy and run application by using container (having CKAD certification is a plus)
• Having hands on DevOps, continuous integration and development (CI/CD) tools & Jenkins
• Very good understanding and experience in Cloud technologies (AWS, GCP or AZURE and having certification is a plus)
• Troubleshooting and debugging experience would be an added advantage
• Independent thinker, but good team player
• Excellent client relations skills and organization skills
• Desire to continually learn.
• Strong analytical and problem-solving skills
• Ability to identify, propose and implement solutions.
  
  

• Minimum of 5 years of experience in a product support, development or troubleshooting capacity
• Bachelor’s degree in computer science or related areas
• (Internal use) Complete all trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance
• 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.
  
  

• 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
• Opportunities working with modern cloud native technologies including Kubernetes, Microservices, Serverless and more.