Pega Recruitment Drive; Hiring Technical Support Engineer – Apply Now

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. Candidates are advised to apply soon, before the link expires

Name of the Organization: Pega

Requisition ID: 21342

Positions: Engineer, Technical Support - Customer Service

Location: Bangalore

Salary: As per company Norms

Required Skills & Qualifications:

• Up to 2 years of experience in a product support, development or troubleshooting capacity
• Bachelor’s degree in Computer Science or related areas
• Strong understanding in HTML, JS and Core Java/JEE skills.
• Good working knowledge on Databases (ex. Postgres, Oracle, MySql).
• Strong troubleshooting and debugging skills, and has experience in analyzing, troubleshooting, and resolving enterprise software issues.
• Pega Platform Certifications on Pega 7.x/8.x CSA/CSSA is preferred.
• Strong interest and desire to learn BPM and working experience on Pega Platform.
• Fluent in English to provide focused support.
• Independent thinker, but good team player
• Excellent client relations skills and organization skills
• Desire to continually learn
• Working programming knowledge and experience
• Ability to rapidly gain in-depth knowledge of existing and new Pega products
• Demonstrated effective oral and written communication skills, including poise in pressure situations
• Ability to identify, propose and implement solutions
• Aptitude for streamlining processes to identify efficiencies and improvements

Job Description:

• Perform direct client support via telephone, email, and electronic mechanisms
• Respond promptly to client and engineering inquiries to handle and resolve client issues.
• Work on critical issues and severity 1 situations
• Understand product functionality and use to drive client-based solutions.
• Take ownership of technical issues that require collaboration with Engineering
• Record, track and document support cases using PegaSupport.
• Analyze log and core files to spot common trends and underlying problems
• Document troubleshooting and problem resolution steps 
• Advise and educate other client service personnel on best practices and proper configuration to achieve optimal results.
• Work as a team member, integral to the successful implementation of targeted objectives
• Help with Troubleshooting documents to aid case investigations within the associated tribe
• Contribute to problem management activities and highlight hotspots/patterns and trends with cases to highlight product quality feedback to Product counterparts
• Working with senior staff to provide feedback to the Documentation, Engineering and Product Management teams to improve the quality of our products and documentation
• Work effectively with teams or work groups outside the formal line of authority to accomplish technical, functional, and organizational goals

 

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