Associate Engineer, Pega Operations Center - Pegasystems

Meet Our Team:

You will be a key member responsible for the availability and reliability of Pegasystem's cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast. We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support and mentorship needed to learn and grow.

Please note this role is for remote, US-based employees covering 9-6pm PST Monday through Friday.

Because of the federal nature of this role, we are only able to hire candidates who currently possess US Citizenship.

Picture Yourself at Pega:

A passionate engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environment. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders.

What You'll Do at Pega:

• Manage and monitor customer environments
• Handle alerts, incidents, service requests and changes within SLA
• Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required
• Execute tasks including monitoring service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates and patches, run queries and scripts, etc.
• Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams
• Identify opportunities for automation of repeated operational tasks and reduce toil
• Adapt to changing business goals
• Participate in after hours on call rotation including work weekend shifts

Who You Are:

• Possess customer obsession and proven empathy towards customers
• An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly
• Works well with cross-functional global and remote teams
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements
• Comfortable working in a fast-paced, enterprise environment

What You've Accomplished:

You are a skilled engineer with experience in Kubernetes, AWS, Linux, technical support, and systems monitoring, with demonstrated success in the following areas:

• Strong understanding of cloud-based infrastructure, platform, and application services
• 1–2 years of experience administering Kubernetes in enterprise-scale environments