Application Support Engineer

　　Job Category: Information Technology

　　Location: US - Massachusetts - Remote

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　　Meet Our Team:

　　Pega is at the forefront of enterprise technology and is quickly growing. The IT Production Support team plays a critical role in helping Pega grow by supporting our internal users and external clients in the use of our enterprise applications and cutting-edge technologies used to run our business.

　　Picture Yourself at Pega:

　　As a member of an innovative team of IT professionals, you will work closely with talented engineers and product owners across the globe to deploy and support enterprise applications that are used to run our business at Pega. The IT Application Support team plays a key role in helping Pega to grow by ensuring that our enterprise applications are working seamlessly in support of the Finance, Legal, Sales, Marketing, Consulting, HR, Order Management, and IT functions internally; as well as for our external stakeholders, clients, and partners. As a member of this team, you will analyze and resolve routine to moderately complex problems while providing a positive customer experience.

　　What You'll Do at Pega:

　　Assist end-users in resolving support issues with enterprise business applications built on the Pega Infinity platform as well as third party applications

　　Use your technical knowledge and customer-facing skills to provide timely response and resolution for internal technical support incidents and requests through our Service Management system.

　　Monitor applications for stability and quality

　　Execute migrations of code into production

　　Use experience and good judgement to prioritize issues appropriately and escalate when necessary

　　Collaborate troubleshooting of highly complex issues with 3rd level support teams

　　Communicate status updates and issue resolution to clients

　　Identify issues and offer solutions under guidance of senior support team members

　　Meet or exceed SLAs for client response time as well as case resolution

　　Document known issues and solutions in knowledgebase

　　Provide input into best practices and processes based on daily support experiences

　　Who You Are:

　　Individual who can collaborate effectively with business users to resolve support issues and improve IT developed business applications

　　Good communicator with ability to provide clear, focused written and verbal communication

　　Independent thinker, but good team player

　　Excellent client relations and organization skills

　　Desire to continually learn

　　Strong analytical and problem-solving skills

　　What You've Accomplished:

　　Minimum of 2 years of experience in application support or development

　　Working programming knowledge and experience

　　1+ year of experience in Java / J2EE, Oracle and/or MS/SQL or similiar

　　Ability to rapidly gain in-depth knowledge of existing internal applications

　　Effective oral and written communication skills, including poise in pressure situations

　　Bachelor’s degree in Computer Science or related areas

　　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

　　Job ID: 20278

　　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..

　　We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

　　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,.