Senior Engineer, Technical Support

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:

• 5+ 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.