• Senior Technical Support Engineer

    Pegasystems (UT)


    Senior Technical Support Engineer

     

    Job Category: Client Support

    Meet Our Team:

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

     

    _Due to the nature of work with FedRamp, US Citizenship is required_

    Picture Yourself at Pega:

    •​​​In this Senior Technical Support Engineer role, you will interact with customers and partners at senior levels to support Pegasystems SaaS Products and Applications, gain insight and understand 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 repeated business and increased adoption.​​​

    What You'll Do at Pega:

    + ​​​​​Providing world class technical support on SaaS products and Applications by gaining deep understanding of Pega products.

    + ​Drive support cases to timely and quality clarification and subsequent resolution in Pega.

    + ​Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.

    + ​Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.

    + ​Establish priorities and communicate rationale and timeframe clearly to clients.

    + ​Work Proactively on issues to avoid escalations by meeting Pega’s service level agreement.

    + ​Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.

    + ​Be a subject matter expert in product functionality and use to drive client-based solutions.

    + ​Contribute to ideas and suggestions for Process/Product improvement.

    + ​Flexibility to work in staggered shifts, including weekend coverage as per business needs.​​​​

    Who You Are:

    + Demonstrated robust experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.

    + Possess strong technical skills and aptitude for quickly understanding complex enterprise SaaS products and application issues and client’s end-to-end application deployments, products, and underlying architecture.

    + Ability to identify, propose and implement solutions and ability to work in a flexible, team environment.

    + Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions.

    + Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per business needs.

    + Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.

    + Demonstrated customer-facing skills including expectation management, communication skills, information management.

    + Demonstrated effective oral and written communication skills, including poise in pressure situations.

    + Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite

    + Preferably living in West Coast/Mountain/Central locations for this remote position.

    What You've Accomplished:

    + ​​Bachelor's/Master’s degree in Computer Science, Computer/Electronic Engineering, or related field of study, and

    + ​Minimum 5 years of experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.

    + ​Java/J2EE technology software engineer who excels at complex problem solving and working directly with client stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting to the root of application issues.

    + ​Experience with object-oriented design skills, knowledge of design patterns, data structures and algorithms.

    + ​Pega experience is a strong plus

    + ​​Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.

    + ​Working knowledge of Security Policies such as CSP, CSRF, and CORS

    + ​Solid understanding of Security Operations including data encryption, JWT’s, Token Management, Keys and Certificate Management

    + ​Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)

    + ​Working knowledge in database management and SQL scripting (PostgreSQL, Oracle, MSSQL, or DB2).

    + ​Experience with Operating Systems (Linux/Unix, Windows).

    + ​Working knowledge of communication protocols and technologies (REST, SOAP & JMS).

    + ​Programming experience with Java, or other object-oriented language.

    + ​Experience working with one or more of the J2EE Application Servers (Tomcat, WebSphere, WebLogic or JBOSS) .

    + ​Experience working in Cloud technologies (e.g. AWS), docker, microservices, Kubernetes, and Container technologies.

    + ​Working knowledge of DNS, TCP/IP, and other networking concepts.​

    + ​Strong troubleshooting and debugging experience.

    + ​Analyzed, troubleshot, and resolved enterprise software issues.

    + ​Supported internal and/or external stakeholders.

    + ​Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.

    + ​Advocate for customers and define ways to continually add value to the customer experience.​

    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\#LI-KH2

     

    Job ID: 22229

     

    It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

     

    https://www.pega.com/about/careers/equal-employment-opportunity