You will be part of an ‘as-a-Service’ organization that operates 24 x 7 x 365 for our clients. You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega’s service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems’ Software as a Service (Saas) Products and Applications. What You'll Do at Pega: You will apply your knowledge and tech... more details
Senior Engineer, Technical Support
Job Category: Client Support
Location: US - California - Remote | US - Colorado - Remote | US - Minnesota - Remote | US - Montana - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - North Dakota - Remote | US - Oregon - Remote | US - South Dakota - Remote | US - Utah - Remote | US - Washington - Remote | US - Wyoming - Remote
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.
Picture Yourself at Pega:
You will be part of an ‘as-a-Service’ organization that operates 24x7x365 for our clients. You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega’s service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems’ Software as a Service (SaaS) Products and Applications.
What You'll Do at Pega:
You will apply your knowledge and technical competence on Pega products and services to support client incidents every day.
You will collaborate with Product and Application teams as needed to research problems and provide solutions to our clients in time critical situations.
You will strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism.
You will drive support incidents with proactive actions to avoid escalations and thereby meeting Pega’s service level agreements.
You will mentor new members in the team on the technical and process front - provide them with assistance in driving support incidents as needed.
We are an “as-a-Service” company, operating 24x7x365 for our clients
This role will require working PST Time zone and one weekend on call rotation every 6 weeks
Due to FedRamp requirements US Citizenship is required
Who You Are:
You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, client’s end-to-end application deployments, products and underlying architecture to solve problems
You demonstrate effective oral and written communication skills, including poise in pressure situations
You are a team player, you like to collaborate with different teams and drive results despite conflicts
You are flexible to on-call rotation needs, open to work in shifts including weekend coverage as per client needs
You are passionate about self-learning and knowledge sharing within the team with respect to new technology developments related Pegasystems product suite
What You've Accomplished:
4+ years of experience in a range of frontend technologies including HTML5, CSS, JavaScript, jQuery and Ajax
2 + years’ experience using browser debugging tools ( ie: Developer Tools, Fiddler)
1+ year experience working with React
Strong understanding of object-oriented programming concepts, preferably Java
Analyzed, troubleshot, and resolved enterprise application issues
Nice to have experience using application monitoring tools like Dynatrace
Experience with JavaScript UI framework/libraries is nice to have. E.g. Vue, Angular
Experience working with relational databases
Experience supporting internal/external client stakeholders
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: 20490
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