Senior Engineer, Technical Support

Meet Our Team:

This is an opportunity to join the growing Global Client Support (GCS) Team of Pegasystems. GCS delivers technical guidance and help resolve requests for one of the biggest and hottest brands in the world. This is an excellent time to learn new cutting-edge technology and work with a driven, international team in our expanding location in Poland.

Picture Yourself at Pega:

You will be part of an ‘as-a-Service’ organization. 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. 
• You will be expected to be open to shift work and/or on-call to attend to incidents when they occur. 

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 
• Strong analytical and problem-solving skills. 

What You've Accomplished:

• Experience in client support and with relevant technologies 
• Strong troubleshooting and debugging skills, with experience in analyzing, troubleshooting, and resolving enterprise software issues. 
• Familiarity with Java concepts.
• Website troubleshooting and use of browser developer tools skills.
• Experience working with relational databases.

Pega Offers You:

• A highly collaborative environment for the designing and development of new ideas and features. 
• An inclusive, agile, flexible, and fun work environment (you can use our DYI lab, volunteer, or do other awesome things with us). 
• Many opportunities of development – an extensive on-boarding training, budget for conferences, area for own training initiatives, possibilities of working in other global offices or with other local teams for a few weeks. 
• Competitive salary and benefits package (bonus incentive, employee equity in the company, Medical and Group Insurance, Multisport Card, English lessons, Employee Assistance Program, and that’s not all).