We are seeking a skilled and motivated Pega Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing technical support and expertise in Pega Systems, ensuring the smooth operation and optimization of Pega applications. This role involves collaborating with cross-functional teams to troubleshoot, diagnose, and resolve issues promptly.

Responsibilities

Pega Application Support:

• Provide end-to-end support for Pega applications, addressing user issues and ensuring system functionality.

Troubleshooting:

• Investigate and diagnose technical issues within Pega applications.


• Collaborate with development teams to implement effective solutions.

Incident Management:

• Manage and prioritize incidents, ensuring timely resolution and adherence to service-level agreements (SLAs).

Performance Monitoring:

• Monitor the performance of Pega applications and proactively identify areas for optimization.

User Training and Documentation:

• Provide training and support to end-users on Pega application functionalities.


• Create and maintain documentation for troubleshooting and support processes.

Collaboration:

• Work closely with development teams to escalate and resolve complex technical issues.


• Collaborate with stakeholders to gather requirements for enhancements or modifications.

Patch and Upgrade Management:

• Assist in the planning and execution of Pega platform upgrades and patches.


• Ensure compatibility and smooth transition during upgrades.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.


• Has 3 or more years of customer service/support preferably in a technical support role (knowledge of computer operating systems, hardware and software) 1 or more years of Pega experience is highly desired


• Bachelor’s degree in computer science or software engineering.


• Has previous experience as a Pega developer.


• Knowledge of Java, JSP, J2EE, XML, and EJB.


• Knowledge of Scrum and Agile methodologies.


• Pega certification would be nice (SA, SSA)