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Senior Technical Support Engineer

Company: Pegasystems
Location: Bethesda
Posted on: November 18, 2022

Job Description:

Senior Technical Support EngineerJob Category: Client SupportLocation: US - Connecticut - Remote - US - Florida - Remote - US - Maine - Remote - US - Maryland - Remote - US - Massachusetts - Remote - US - New Hampshire - Remote - US - New Jersey - Remote - US - North Carolina - Remote - US - Pennsylvania - Remote - US - Rhode Island - Remote - US - Vermont - Remote - US - Virginia - Remote - US - West Virginia - RemoteCopying...**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 Support Engineer (TSE) is a key technical role within Global Client Support (GCS) and the firstpoint of contact to customers to address technical issues as well as able to work on escalated and/or technically challenging client issues. This position develops customer satisfaction and loyalty by providing superior supportservices for Pegasystems' SaaS Products and Applications.**What You'll Do at Pega:**--- Provide world class technical support on Pega SaaS products by gaining deep understanding of Pegaproducts.--- Drive support cases to timely and quality clarification and subsequent resolution in Pega.--- Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates byowning issues.--- Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward tomeet established deadlines.--- Establish priorities and communicate rationale and timeframe clearly to clients.--- Work Proactively on issues to avoid escalations by meeting Pega's service level agreement.--- Self-learning and knowledge sharing with the team in new technology developments related to Pegasystemsproduct 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.**Who You Are:**--- Possess strong technical skills and aptitude for quickly understanding complex enterprise application issuesand 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 thesolutions.--- Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per businessneeds.--- Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.--- Demonstrated customer-facing skills including expectation management, communication skills, informationmanagement.--- Demonstrated effective oral and written communication skills, including poise in pressure situations.--- Participate actively by self-learning and knowledge sharing with the team in new technology developmentsrelated Pegasystems product suite**What You've Accomplished:**--- Bachelor's/Master's degree from four-year college or university.--- Java/J2EE technology software engineer who excels at complex problem solving and working directly withclient stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting tothe root of application issues.--- Strong object-oriented design skills, knowledge of design patterns, data structures and algorithms.--- Strong troubleshooting and debugging experience.--- Knowledgeable in Cloud technologies (e.g. AWS), microservices, Kubernetes, DevOps & Container--- Strong experience of relational and NoSQL databases as well as front-end technologies--- Analyzed, troubleshot, and resolved enterprise software issues.--- Supported internal and/or external stakeholders.--- Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problemscaused by hardware, operating systems software, application programs, or network failures.--- Advocate for customers and define ways to continually add value to the customer experience.**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 companyJob ID: 18483**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 under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,.

Keywords: Pegasystems, Bethesda , Senior Technical Support Engineer, Other , Bethesda, Maryland

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