Application Support Engineer Sales Automation

Meet Our Team

Sales Automation (SA) Internal is one of the critical live applications, which operates in a fast-paced development and delivery environment. This application is used by top executives and GTM (Go-To-Market) teams at various levels. SA Internal team consists of top-notch engineers who are self-driven, have a strong sense of ownership, and passionate about customer success. SA Helpdesk function plays an important role in helping Pega grow by ensuring that Sales Automation application is working seamlessly in support of entire GTM teams. We strive for excellence and embrace agile methodologies to achieve it.

Picture Yourself At Pega

Application Support Engineer is a key member of the Sales Automation Helpdesk function within Sales Automation Internal team. In this role you will execute application support and sales operations activities. You will collaboratively work with sales operations and application engineers on automation initiatives and collaborate effectively with business users to resolve support issues and improve the experience for Sales Automation users.

What Youll Do At Pega

• Provide assistance to end-users in resolving support issues with Sales Automation application through problem and issue investigation using applications support tools and best practices
• Understand product functionality and use to drive client-based solutions
• Monitors application for stability and quality
• Communicate status updates and issue resolutions to users and stakeholders
• Identify issues and offer solutions in collaboration with sales operations & development teams
• Respond promptly to client and engineering escalation inquiries
• Record, document and track support cases using ITSM tool
• Meet or exceed SLAs for client response time as well as case resolution
• Documents known issues and solutions in knowledgebase
• Provide input into best practices and processes based on daily support experiences.
• Analyze log and core files to spot common trends and underlying problems
  
  

• Fluent in English with ability to provide clear, focused written and verbal communication
• Independent thinker, but good team player
• Excellent client relations skills and organization skills
• Desire to continually learn
• Strong analytical and problem-solving skills
  
  

• 2-4 years of experience in a product support, development or troubleshooting capacity
• Working experience on Pega Platform (CSA/CSSA certification is a plus).
• Bachelor’s degree in Computer Science or related areas
• 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.
• Good Knowledge of RDBMS and SQL experience.
  
  

• 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 ofpay + bonus incentive, employee equity in the company