Senior Engineer, Technical Support

Pegasystems, Inc.; Indonesia; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global technology company is seeking a Senior Technical Support Engineer to provide world-class support for Pegasystems’ products. The role involves working alongside experts, resolving complex issues, and ensuring customer satisfaction. Ideal candidates will have a strong background in software engineering, specifically with Java and J2EE. This remote position offers competitive benefits and allows for flexible hours.

Benefits

Continuous learning and development opportunities

Competitive global benefits program

Inclusive and fun work environment

Qualifications

• 5+ years of hands-on experience in software engineering.
• 4+ years developing scalable applications using Java/J2EE.
• 2+ years administering J2EE servers and enterprise-grade software.

Responsibilities

• Provide technical support and advice on Pegasystems’ products.
• Collaborate with customers to resolve complex technical issues.
• Work in a team to manage customer deployments and solutions.

Skills

Analytical skills

Problem-solving skills

Team collaboration

Customer-facing skills

Communication skills

Education

Bachelor's or master’s degree in computer science and engineering

Tools

Java

J2EE

PostgreSQL

Apache Tomcat

Job description

Senior Engineer, Technical Support

Job Category: Information Technology

Location: US - California - Remote | US - Colorado - Remote | US - Idaho - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - Oregon - Remote | US - Utah - Remote | US - Washington - Remote

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.

This is role is remote, US-based, Pacific Time Zone hours

Picture Yourself at Pega:

Pega is changing the way the world builds software. In this role you will be the person, (Senior Technical Support Engineer-PTSE), who the experts go to for help. PTSEs work directly with Pegasystems’ staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.

Who You Are:

• Should be ready to work in Support coverage in 24x7 rotational shifts

• Strong analytical and problem-solving skills.

• Bachelors or master’s degree in computer science and Engineering or equivalent

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

• 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 high-pressure situations

What You've Accomplished:

• 5+ years of hands-on experience in software engineering, with a strong foundation in Java, J2EE, and database programming

• 4+ years of experience developing scalable applications using Java/J2EE technologies

• 2+ years of experience administering J2EE servers and supporting enterprise-grade server software, with exposure to database operations

• Proficiency in working with databases such as PostgreSQL, and application servers like Apache Tomcat

Bonus:

• Practical experience with the Pega Platform or Pega Customer Decision Hub (CDH)

• Proficiency in analyzing and troubleshooting heap dumps and thread dumps to resolve performance issues

• Working knowledge of web services, including SOAP and REST APIs

• Familiarity with cloud platforms such as AWS or GCP

• Experience with container orchestration tools like Kubernetes (K8s)

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#LI-KH2

Job ID: 22189

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity