Application Support Engineer

Pegasystems is at the forefront of enterprise technology and is quickly growing. The IT Application Support Engineer will work closely with engineers and product owners to support enterprise applications, ensuring they operate seamlessly for internal users and external clients.

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