Engineer| Technical Support | Customer Service

Pegasystems


Engineer, Technical Support - Customer Service
Pegasystems • Bengaluru, Karnataka • via LinkedIn
22 hours ago
Full–time
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Job description
Meet Our Team

We are a team of talented and dedicated support engineers to directly interact with Pegasystems’ global clients in support of new and existing products, including the industry leading Pega product.

Picture Yourself At Pega

Technical Support Engineer (TSE) is a key technical role within Global Client Support (GCS) and the first point of contact for customers to address technical issues as well as work on escalated and/or technically challenging client issues. This position develops customer satisfaction and loyalty by providing superior support services for Pegasystems’ SaaS Products and Applications.

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 PegaSupport.
• Analyze log and core files to spot common trends and underlying problems
• Document troubleshooting and problem resolution steps
• Advise and educate other 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
• Working with senior staff to 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
• Strong understanding in HTML, JS and Core Java/JEE skills.
• Good working knowledge on Databases (ex. Postgres, Oracle, MySql).
• Strong troubleshooting and debugging skills, and has experience in analyzing, troubleshooting, and resolving enterprise software issues.
• Pega Platform Certifications on Pega 7.x/8.x CSA/CSSA is preferred.
• Strong interest and desire to learn BPM and working experience on Pega Platform.
• Fluent in English to provide focused support.
• Independent thinker, but good team player
• Excellent client relations skills and organization skills
• Desire to continually learn

What You've Accomplished
• Up to 2 years of experience in a product support, development or troubleshooting capacity
• Bachelor’s degree in Computer Science or related areas
• 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
• Ability to identify, propose and implement solutions
• Aptitude for streamlining processes to identify efficiencies and improvements

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 ofpay + bonus incentive, employee equity in the company

Job ID: 21342

Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture .

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, ****** orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.

Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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