Senior Technical Support Engineer (Multiple Openings)
Job Category: Client Support
Location: US - Massachusetts - Cambridge
Meet Our Team:
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
Picture Yourself at Pega:
Pega is changing the way the world builds software. The Technical Solutions Engineer (TSE) is a key technical role within Global Customer Support (GCS) and the first point of contact to customers to address issues. This position develops customer satisfaction and loyalty by providing superior support services for Pega's products. The TSE uses their understanding of Pegasystems' products, the technical environment in which they run, and our customers' business objectives to drive support cases to timely and quality clarification and subsequent resolution by themselves or others in GCS.
What You'll Do at Pega:
Work closely with the other team members and related technical groups within Pegasystems, focusing on supporting Pegasystems global based clients in various product areas
Perform direct client support via telephone, email, and electronic mechanisms
Respond promptly to client and engineering inquiries to handle and resolve client issues
Understand product functionality and use to drive client-based solutions; take ownership of technical issues
Work with Engineering to resolve more advanced issues when necessary
Record, track, and document support cases using PegaSupport; analyze log files to spot common trends and underlying problems
Who You Are:
Requires a bachelor's degree in Computer Science, Computer/Electronic Engineering, or related field and 5 years of experience in a product support, development or troubleshooting capacity with a leading technology company.
Experience specified must include 5 years with Operating Systems (Windows and Linux).
Experience specified must include 3 years with the following:
developing enterprise applications utilizing database (PostgreSQL, Oracle, MSSQL, UDB or DB2)
programming with Java
communication protocols and technologies (REST and JMS); and J2EE Application Servers (Tomcat).
Experience specified must include 2 years with DNS and TCP/IP.
Telecommuting permitted 2 days per week.
One Main Street, 6th Floor, Cambridge, MA 02142
Pega Offers You:
Gartner Analyst acclaimed technology leadership across our categories of products
Continuous learning and development opportunities
An innovative, inclusive, agile, flexible, and fun work environment
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Job ID: 18096
Inclusion and Diversity - Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all..
As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Accommodations - If you require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,.