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Senior Engineer, Technical Support - 1:1 Customer Engagement
Job Category: Client Support
Location: India - Telangana - Hyderabad
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Meet Our Team:
We are face of Pega. Our aim is to Providing 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.
Picture Yourself At Pega:
The Technical Support Engineer (TSE) is a key technical role within Global Customer Support (GCS) and the first point of contact to customers to address issues. This position develops customer satisfaction and loyalty by providing superior support services for Pega's products.
At Pega, we actively explore and embrace emerging AI capabilities with curiosity, responsibility, and a drive for meaningful innovation. You will work in an environment where AIenabled tools are used to enhance learning, improve engineering efficiency, and support better decisionmaking across the cloud platform.
We expect engineers to apply critical thinking to all AIgenerated outputs—validating accuracy, quality, and relevance before applying them in production environments. We view AI maturity as a spectrum, progressing from foundational adoption toward more strategic, advocacydriven integration, and you will play an active role in that journey.
What You'll Do At Pega:
The TSE uses their understanding of Pegasystems products, the technical environment in which they run, and our customers business objectives to drive support cases to timely and quality clarification and subsequent resolution by themselves or others in Pega.
Who You Are:
- Should be ready to work in Support coverage in rotational shifts
- 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 pressure situations
- Good to have: Experience working with J2EE Application Servers (preferably Websphere, Weblogic and Tomcat) and/or relational databases (preferably Oracle, DB2 and UDB)
- Troubleshooting and debugging experience would be an added advantage
- Must be strong in debugging, memory management, heap-dump analysis, performance analysis, file systems
- Ready to work in rotation shifts (Morning and afternoon).
- You demonstrate a strong Growth Mindset—embracing curiosity, continuous learning, and adaptability in a fast-changing technology environment. You are comfortable speaking about AI with confidence and conviction, and you view AI as an enabler to improve outcomes rather than a substitute for sound engineering principles.
- You challenge assumptions, learn quickly from change, and apply critical thinking to validate outputs and make informed decisions. You bring a thoughtful, quality driven approach to your work and actively contribute to a culture of innovation, collaboration, and continuous improvement.
What You've Accomplished:
- 4 to 5 years of experience in a technical role involving Java, J2EE expertise and databases programming experience.
- 3+ years of experience as Java, J2EE software developer
- 2+ years of experience as a J2EE servers administrator and J2EE server software products support with exposure to database concepts and administration
- Demonstrated ability to successfully interact in technical discussions.
- Strong analytical and problem-solving skills.
- Should have extensive experience at Core Java, JSP, Servlets and JDBC
- In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems
- Must be strong in debugging, memory management, heap-dump analysis, performance analysis, file systems , log analysis
- Familiarity withAWS, Kubernetes,Docker,performance tuning,databases, andmonitoring toolsis a plus.
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
- An opportunity to work in an organization that actively invests in AIenabled learning, innovation, and responsible adoption across its engineering practices
Job ID: 23785
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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
- An opportunity to work in an organization that actively invests in AIenabled learning, innovation, and responsible adoption across its engineering practices
Job ID: 23785
