Pegasystems Looking for Engineer, Technical Support at Hyderabad, Telangana Full Time

Meet Our Team:
We are face of Pega. Our aim is to Providing 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.

User Experience and Product Experience is for both citizen and front-end developers, contains self-service improvements and new capabilities that will make user experience (UX) exceptional. Brings value and meaning to the user experience in client’s business processes. One can design and build applications with a robust user interface that remains responsive, intuitive, and meets all business needs.

Picture Yourself at Pega:
The Technical Support Engineer (TSE) is a key technical role within Global Client Support (GCS) and the first point of contact for customers to address technical issues as well as work on escalated and/or technically challenging client issues. This position develops customer satisfaction and loyalty by providing superior support services for Pegasystems’ SaaS Products and Applications.

What You’ll Do at Pega:
Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production.

Drive and engage issue resolution including complex technical issues in the area of specialization.

Collaborate with multiple Tribes and Alliances while also ensuring timely and regular customer updates by owning issues.

Collaborate with global teams to remove impediments/blockers in order to keep issue investigations moving forward to meet established deadlines.

Drive efficiencies on day to day technical work. Act & Share required feedbacks across Pega by utilizing tools & skills.

Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.

Establish priorities and communicate rationale and timeframe clearly to clients.

Work Proactively on issues to avoid escalations by meeting Pega’s service level agreement.

Mentor new members in the team on technical and process front. Provide timely help in case of highly challenging issues.

Quickly adopt awareness and demonstrate command of policies, processes, and programs with discernment of the different pressure-points for each.

Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite

Be a subject matter expert in product functionality and use to drive client-based solutions

Contribute to ideas and suggestions for Process/Product improvement

Flexibility to work in staggered shifts

Ready to work in shifts, work on on-call responsibilities including weekend coverage as per business needs

Who You Are:
Possess strong technical skills and aptitude for quickly understanding complex enterprise application issues and client’s end-to-end application deployments, products and underlying architecture

Ability to identify, propose and implement solutions and ability to work in a flexible, team environment

Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions

Ability to handle Sev-1s/FTS/Critical Client escalations

Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture

Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict

Proven ability to interact directly with customers at all levels

Demonstrated customer-facing skills including expectation management, communication skills, information management

Demonstrated effective oral and written communication skills, including poise in pressure situations

Be a great team player, experienced in working with agile teams.

Participate in mentoring new engineers on both technical and process aspects

Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite

What You’ve Accomplished:
Minimum 2+ years of experience in a related capacity such as Software Engineering, Professional Services or Solution Consulting

Strong analytical, problem-solving and debugging skills

Good client facing experience in various areas like fulfilling critical requirement, identifying , troubleshooting and fixing critical issues etc.

Should have extensive experience at HTML5, JavaScript, jQuery, CSS3, Java, XML

In-depth knowledge of AJAX concepts, OOPS concepts

Experience in Pega Infinity Platform built-on applications

Experience with JavaScript UI frameworks (React, Vue, Angular, etc.)

Basic troubleshooting and debugging skills on Mobile, Accessibility, and handling cross-browser issues

Pega CSA/CSSA Certification is must

Certification on front-end technologies on HTML, CSS3, JavaScript will be an added advantage

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 ofpay + bonus incentive, employee equity in the company

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. Learn more about our inclusive culture.

As an Equal Opportunity and 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.

Accessibility – If you require accessibility assistance applying for open positions please contact [email protected].