What You'll Do At Pega :

- Perform direct client support via telephone, email, and electronic mechanisms.

- Respond promptly to client and engineering inquiries to handle and resolve client issues.

- Work on critical issues and severity 1 situations.

- Understand product functionality and use to drive client-based solutions.

- Take ownership of technical issues that require collaboration with Engineering.

- Record, track, and document support cases using Pega Support.

- Analyze log and core files to spot common trends and underlying problems.

- Adhere to GCS case management practices, including meeting defined SLAs.

- Demonstrate a high level of empathy for client concerns and commitments to timelines.

- Efficiently understand and translate product and environment issues into technical solutions.

- Continually seek opportunities to increase client satisfaction and deepen client relationships.

- Document troubleshooting and problem resolution steps.

- Advise and educate client service personnel on best practices and proper configuration to achieve optimal results.

- Work as a team member, integral to the successful implementation of targeted objectives

- Help with Troubleshooting documents to aid case investigations within the associated tribe.

- Contribute to problem management activities and highlight hotspots/patterns and trends with cases to highlight product quality feedback to Product counterparts.

- Provide feedback to the Documentation, Engineering and Product Management teams to improve the quality of our products and documentation.

- Work effectively with teams or work groups outside the formal line of authority to accomplish technical, functional, and organizational goals.

Who You Are :

- 2+ years of working experience with Java/J2EE stack or Pega PRPC.

- In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems

- Working knowledge of RDBMS with preferably Postgres, oracle

- Very Good Knowledge of Docker and Kubernetes software containerization platform to create deploy and run application by using container (having CKAD certification is a plus)

- Having hands on DevOps, continuous integration and development (CI/CD) tools & Jenkins

- Very good understanding and experience in Cloud technologies (AWS, GCP or AZURE and having certification is a plus)

- Troubleshooting and debugging experience would be an added advantage

- Independent thinker, but good team player

- Excellent client relations skills and organization skills

- Desire to continually learn.

- Strong analytical and problem-solving skills

- Ability to identify, propose and implement solutions.

What You've Accomplished :

- Minimum of 2- 4 years of experience in a product support, development or troubleshooting capacity

- Bachelors degree in computer science or related areas

- Complete all trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance

- Working programming knowledge and experience

- Ability to rapidly gain in-depth knowledge of existing and new Pega products.

- Demonstrated effective oral and written communication skills, including poise in pressure situations.

- Aptitude for streamlining processes to identify efficiencies and improvements