Application Support Engineer

Pegasystems is at the forefront of enterprise technology and is quickly growing. As an Application Support Engineer, you will assist end-users in resolving support issues across enterprise applications and SaaS offerings, ensuring that applications work seamlessly to support core business functions.

Responsibilities:

• Assist end ‑ users in resolving support issues across enterprise applications and SaaS offerings built on the Pega Infinity platform and third ‑ party systems, including configuration and operational changes
• Use your technical knowledge and customer ‑ facing skills to provide timely response and resolution for internal and external technical support incidents and requests through appropriate case management systems
• Monitor applications for stability and quality
• Execute deployments to production using established CI/CD pipelines
• Use experience and good judgment to prioritize issues appropriately and drive resolution through escalation, cross ‑ team collaboration, or business enablement as needed
• Collaborate troubleshooting of highly complex issues with senior team members and developers
• Communicate status updates and issue resolution to clients
• Leverage tools, including GenAI assisted capabilities, to identify solutions, enable scalable knowledge sharing, and enhance knowledge bases under guidance of senior support team members
• Meet or exceed SLAs for client response time as well as case resolution
• Influence business decisions and best practices by applying insights

Requirements:

• Minimum of 2+ years of experience supporting, troubleshooting, or operating production SaaS or enterprise applications
• Bachelor's degree in Computer Science or equivalent hands on experience
• Demonstrated experience supporting end to end workflows that span multiple independently owned applications
• Practical understanding of security and compliance requirements in enterprise SaaS environments, including account security, segregation of duties, and adherence to regulatory or policy driven controls
• Exposure to regulated or sovereignty sensitive environments, such as client sovereign cloud deployments, FedRAMP aligned systems, or SOX impacted processes
• Ability to rapidly learn and support new platforms and workflows without requiring deep prior knowledge of every application involved
• Strong oral and written communication skills, including the ability to explain complex, cross system issues clearly and remain effective during high pressure production incidents