Application Support Engineer

Application Support Engineer

Job Category:
Information Technology

Location:

US - Connecticut - Remote | US - Massachusetts - Remote | US - New Hampshire - Remote | US - Rhode Island - Remote

Pega is at the forefront of enterprise technology and is quickly growing. The IT Production Support team plays a critical role in helping Pega grow by supporting our internal users and external clients in the use of our enterprise applications and cutting‑edge technologies used to run our business.

As a member of an innovative team of IT professionals, you will work closely with talented engineers and product owners across the globe to deploy, and support enterprise applications that are used to run our business  IT Application Support team plays a key role in helping Pega to grow by ensuring that our enterprise applications are working seamlessly in support of our core business functions, product and engineering teams, customer facing organizations, and security and compliance stakeholders;

as well as for our external stakeholders, clients, and partners. As a member of this team, you will analyze and resolve routine to moderately complex problems, including implementing configuration and operational changes, while providing a positive customer experience.

• Assist end‑users in resolving support issues across enterprise applications and SaaS offerings built on the Pega Infinity platform and third‑party systems, including configuration and operational changes.
• Use your technical knowledge and customer‑facing skills to provide timely response and resolution for internal and external technical support incidents and requests through appropriate case management systems.
• Monitor applications for stability and quality.
• Execute deployments to production using established CI/CD pipelines.
• Use experience and good judgment to prioritize issues appropriately and drive resolution through escalation, cross‑team collaboration, or business enablement as needed.
• Collaborate troubleshooting of highly complex issues with senior team members and developers.
• Communicate status updates and issue resolution to clients.
• Leverage tools, including GenAI assisted capabilities, to identify solutions, enable scalable knowledge sharing, and enhance knowledge bases under guidance of senior support team members.
• Meet or exceed SLAs for client response time as well as case resolution.
• Influence business decisions and best practices by applying insights.

• Individual who can collaborate effectively with business users to resolve support issues and improve IT developed business applications.
• Good communicator with ability to provide clear, focused written and verbal communication.
• Independent thinker, but good team player.
• Excellent client relations and organization skills.
• Comfortable owning production issues and operating effectively during high pressure incidents.
• Able to reason across multiple systems and workflows to identify root causes and effective resolution paths.
• Motivated to improve processes, knowledge sharing, and operational practices based on day to day support experience.

• Minimum of 2+ years of experience supporting, troubleshooting, or operating production SaaS or enterprise applications.
• Bachelor’s degree in Computer Science or equivalent hands on experience.
• Demonstrated experience supporting end to end workflows that span multiple independently owned applications.
• Practical understanding of security and compliance requirements in enterprise SaaS environments, including account security, segregation of duties, and adherence to regulatory or policy driven controls.
• Exposure to regulated or sovereignty sensitive environments, such as client sovereign cloud deployments, FedRAMP aligned systems, or SOX impacted processes.
• Ability to rapidly learn and support new platforms and workflows without requiring deep prior knowledge of every application involved.
• Strong oral and written communication skills, including the ability to explain complex, cross system issues clearly and remain effective…