Engineer, Technical Support

Job Description

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 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 Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Establish priorities and communicate rationale and timeframe clearly to clients. Flexibility to work in staggered shifts Ready to work in shifts, work on call responsibilities including weekend coverage as per business needs Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product. Drive efficiencies on day-to-day technical work. Work Proactively on issues to avoid escalations by meeting Pega’s service level agreement. Collaborate with global teams to remove impediments/blockers in order to keep issue investigations moving forward to meet established deadlines. Collaborate with multiple Teams while also ensuring timely and regular customer updates by owning issues. Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production. Drive and engage issue resolution including complex technical issues in the area of specialization. Who You Are 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. 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. What You've Accomplished Minimum of 2+ years of experience in a Product Support/Development Strong understanding in Core Java/JEE skills or certified Pega System Architect. Good to have knowledge on Kubernetes, Performance, Dockers, Database. Must have working knowledge on either Pega or Java. Ability to learn new technologies very quickly and resolve any problems involved in integrating n technologies with our in-service products Strong troubleshooting and debugging skills, and has experience in analyzing, troubleshooting, and resolving enterprise software solutions 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 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 Job ID: 21807 Show more Show less