remote
Technical Support Engineer - 1 1 Customer Engagement - Pegasystems
Software Engineer
Provide first‑line technical assistance for Pega Platform customers, diagnosing issues, guiding product usage, and ensuring high satisfaction through expert troubleshooting and support.
About the role
Key Responsibilities
- Act as the primary point of contact for customers experiencing issues with Pega applications, delivering timely and accurate resolutions.
- Diagnose, reproduce, and troubleshoot complex technical problems using logs, debuggers, and performance tools.
- Collaborate with product engineering and development teams to escalate and resolve defects or feature gaps.
- Provide guidance on best practices, configuration, and integration patterns for Pega Platform, including Java, SQL, REST, and XML components.
- Document case details, solutions, and knowledge‑base articles to improve future support efficiency.
Requirements
- Strong technical background with hands‑on experience in Java, SQL, REST APIs, and XML.
- Proven ability to troubleshoot and resolve software issues in a SaaS or enterprise environment.
- Excellent communication skills and a customer‑focused mindset.
- Experience with Pega Platform or similar BPM/low‑code platforms is highly desirable.
- Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.