remote
Senior Technical Support Engineer - Pegasystems
Software Engineer
Senior Technical Support Engineer delivering expert assistance for Pega Platform solutions, handling complex issues, guiding customers, and collaborating with global teams using Java, REST APIs, and SQL.
About the role
Key Responsibilities
- Serve as the primary technical contact for customers, diagnosing and resolving complex issues on the Pega Platform.
- Collaborate with product, engineering, and global support teams to reproduce, troubleshoot, and provide work‑arounds or fixes.
- Develop and maintain technical documentation, knowledge‑base articles, and best‑practice guides for internal and external audiences.
- Participate in on‑call rotation and incident response, ensuring timely communication and resolution of high‑severity incidents.
- Assist customers in integrating Pega applications with external systems via REST APIs, Java services, and SQL databases.
Requirements
- 5+ years of hands‑on experience supporting enterprise software, preferably with the Pega Platform.
- Strong programming skills in Java and solid understanding of RESTful services and SQL querying.
- Proven ability to troubleshoot complex, multi‑layered technical problems and communicate solutions clearly to both technical and non‑technical audiences.
- Experience working in Agile or DevOps environments and participating in on‑call support rotations.
- Excellent customer‑service orientation with a track record of building strong client relationships.