Associate Engineer, Pega Operations Center

Associate Engineer, Pega Operations Center

Job Category:
Engineering & Cloud

Location:

US - Oregon - Remote

You will be a key member responsible for the availability and reliability of Pegasystem's cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast. We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support and mentorship needed to learn and grow.

Due to the nature of this role and its work with Fed Ramp, US Citizenship is required.

A passionate engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environments. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders.

• Manage and monitor customer environments
• Handle alerts, incidents, service requests and changes within SLA
• Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and elevate when required
• Execute tasks including monitor service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates and patches, run queries and scripts, etc.
• Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams
• Identify opportunities for automation of repeated operational tasks and reduce toil
• Adapt to changing business goals
• Participate in after hours on call rotation including work weekend shifts

• Possess customer obsession and proven empathy towards customers
• An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly
• Works well with cross-functional global and remote teams
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements
• Comfortable working in a fast-paced, enterprise environment

• Cloud Certification: AWS or GCP (Required)
• Kubernetes Certification (Preferable)
• Linux Administrator Certification (Preferable)

• Understanding of cloud-based infrastructure, platform, and application services
• 1-2 years of experience in enterprise Kubernetes
• 1-2 years of experience in enterprise scale Linux Administration
• 1-2 years hands-on operational experience with Amazon Web Services (AWS)
• 1-2 years of technical knowledge in supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure (like Java applications, tomcat, RDS Postgres, New Relic, DNS, VPN, etc.)
• Must be eligible to support FedRAMP (US Citizenship)

• 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

Base salary range for this role is 72, USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.

The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

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.