Technical Support Engineer

Overview

Technical Support Engineer

Job Category:
Client Support

Location:

US - Texas - Remote

We are the face of Pega. We provide world-class engineering support and advice on the use of Pegasystems’ products and applications. You will collaborate with an exceptional team of engineers and customers from across the globe, while engaging in troubleshooting a variety of unique software solutions.

Due to the nature of occasional work with Fed Ramp; US Citizenship is required.

You will be part of an ‘as-a-Service’ organization that operates 24x7x365 for our clients. In this role you will interact with clients and partners at all levels supporting Pega’s CRM applications. Acting as a trusted advisor in support of Pega technology, you will work to gain insights and understanding of our customers’ needs and diverse technical solutions. Our clients are the largest and most successful in their respective industries.

You will be helping them derive real-world business advantages and expand the adoption of Pega products.

• You will provide world-class technical support for Pega’s products.
• You will apply your knowledge and technical competence on Pega products and services to support the resolution of client issues every day.
• You will collaborate with peers and product teams as needed to research problems and provide solutions to our clients in time-critical situations.
• You will strive to maintain exceptional customer relationships by handling client questions and concerns on their support tickets with speed, accuracy, and professionalism.
• You will demonstrate ownership and drive support incidents with proactive actions to avoid escalations and thereby meet Pega’s service level agreements.
• You will work with field engineers to assist on-site teams in resolving complex issues.
• You will become a subject matter expert in product functionality and use that to drive client-focused solutions.
• You will continuously learn about our products and the latest technological trends of today’s market.

• You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, client’s end-to-end application deployments, and underlying architecture to solve problems.
• You demonstrate effective oral and written communication skills, including poise in pressure situations.
• You enjoy solving technical problems and puzzles, are curious, and love to learn. You would prefer a role that is technically diverse in nature, allowing for new challenges and a strong learning curve. You seek to constantly evolve your understanding of new technologies like AI and incorporate them into your daily work to improve your effectiveness.
• You would like to work in a global, progressive software company.
• You are an independent thinker, a good team player, and passionate about client success.
• You are flexible and can easily adapt to change.
• Flexibility to provide coverage during adjusted hours when needed, and participate in a rotating on-call schedule. We are open to any remote US location, but prefer CST/MST to help cover West Coast hours when needed.

• 2+ years application product development or support with Java (strongly preferred), C++ and/or C#
• Strong understanding of object-oriented programming and design, passionate about learning new technologies
• Bachelor s degree in Computer Science or related areas, or related professional experience
• Working knowledge of Database technologies (Postgre
  
  SQL, MSSQL, Oracle, DB2)
• Experience with various operating systems (Linux, Windows, Solaris, zOS)
• Strong troubleshooting and debugging experience
• Must be a self-starter, highly motivated, innovative, able to shift directions quickly when priorities change, and deliver against tight deadlines.
• Pega Certified System Architect certification is a plus

• 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…