Senior Technical Support Engineer, Integration

As a Senior Technical Support Engineer, Integration within Global Client Support (GCS), you will serve as a primary technical contact for customers using Pega products, guiding cases toward timely, high-quality clarification and resolution.

Role Overview

This position acts as the first point of contact for client issues and supports customer satisfaction and loyalty through strong technical support services. You will apply deep knowledge of Pega products, the technical environments they run in, and client business objectives to advance support cases to resolution, either directly or through collaboration within GCS.

Key Responsibilities

• Provide exceptional client support and relationship management.
• Respond promptly to customer, client support, and engineering inquiries to handle and resolve client issues.
• Collaborate with field engineers to help on-site teams address complex issues.
• Build subject matter expertise in product functionality and use that expertise to develop customer-based solutions.

Technical and Professional Requirements

• Experience working with J2EE Application Servers (preferably WebSphere, WebLogic, and Tomcat) and/or relational databases (preferably Oracle, DB2, and UDB).
• Demonstrated effective oral and written communication, including the ability to remain poised under pressure.
• Independent thinker with strong collaboration skills as a team player.
• Client relations and organizational skills.
• Ability to work in a flexible, team-oriented environment.
• Strong analytical and problem-solving capabilities.
• Ability to identify, propose, and implement solutions.

Technologies

• J2EE, WebSphere, WebLogic, Tomcat
• Oracle, DB2, UDB
• Core Java, JSP, Servlets, JDBC
• REST, SOAP, JMS
• Kubernetes

What You Will Be Able to Do

• Apply strong analytical, troubleshooting, and problem-solving skills to advance cases.
• Use hands-on experience with Core Java, JSP, Servlets, and JDBC.
• Leverage knowledge of object-oriented programming concepts, including multithreading, exception handling, collections, and file systems.
• Participate in on-call and on-duty rotations as needed.
• Work with REST, SOAP, and JMS technologies and protocols.
• Use cloud-based technologies and container orchestration platforms, with Kubernetes preferred.

Location

California (onsite)

Compensation and Additional Pay Information

• Base salary range: USD 84,200 - 125,800 per year.
• This role may be eligible for an annual bonus or commission, as well as benefits and other incentives.
• Final compensation will be determined during the offer process based on education, experience, skills, qualifications, market conditions, and may vary from the posted range.
• Benefits, bonus/commission, and other pay components will be shared at the relevant recruitment stage.

Benefits and Working Environment

• Gartner Analyst acclaimed technology leadership across categories of products.
• Continuous learning and development opportunities.
• An innovative, inclusive, agile, flexible, and fun work environment.
• Competitive global benefits program inclusive of pay plus bonus incentive, and employee equity in the company.

Team Context

• GCS is the face of Pega, providing world-class technical support and advice on the use of Pega products and applications.
• You will work with experienced colleagues and clients across the globe.