Senior Engineer – Technical Support (Deployment & Monitoring) 5-7 Years – Bengaluru
@Pega (Pegasystems) posted 1 day ago Shortlist Email JobJob Detail
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Job ID 63440
Job Description
Senior Engineer – Technical Support (Deployment & Monitoring)
Job Category: Client Support
Location: Bangalore, Karnataka, India
About the Role
At Pega, we are the face of the organization for our customers. Our mission is to deliver world-class technical support and guidance on Pegasystems’ products and applications—making it easy, pleasant, and rewarding for clients to work with us. In this senior role, you will collaborate with enterprise customers and internal teams globally, helping ensure customer success through reliable deployments, proactive monitoring, and rapid issue resolution.
Picture Yourself at Pega
You will engage with senior-level customers and partners, gaining deep insights into their environments, needs, and solutions. Your success will be measured by the business value our customers derive, reflected through increased adoption and long-term partnerships.
What You’ll Do at Pega
- Provide direct client support via phone, email, and electronic channels
- Respond quickly to client and engineering inquiries to resolve complex technical issues
- Lead resolution of critical and Severity 1 incidents
- Translate product functionality and environmental issues into effective client solutions
- Own end-to-end technical issue resolution, collaborating closely with Engineering teams
- Record, track, and document cases using Pega Support, ensuring SLA adherence
- Analyze logs, core dumps, and system data to identify root causes and recurring trends
- Follow GCS case management practices and meet defined SLAs
- Demonstrate strong empathy and ownership toward client commitments and timelines
- Proactively identify opportunities to improve client satisfaction and engagement
- Document troubleshooting procedures and problem resolutions for reuse
- Mentor and advise client service personnel on best practices and optimal configurations
Who You Are
- 5+ years of hands-on experience with Java/J2EE or Pega PRPC
- Strong expertise in OOPS concepts, multithreading, exception handling, collections, and file systems
- Working knowledge of RDBMS, preferably PostgreSQL or Oracle
- Strong experience with Docker and Kubernetes (CKAD certification is a plus)
- Hands-on exposure to DevOps and CI/CD tools, including Jenkins
- Solid experience with cloud platforms such as AWS, GCP, or Azure (certifications are a plus)
- Proven troubleshooting and debugging expertise in complex environments
- Independent problem solver and strong team collaborator
- Excellent client relationship, communication, and organizational skills
What You’ve Accomplished
- 5–7 years of experience in product support, development, or troubleshooting roles
- Bachelor’s degree in Computer Science or a related field
- Completion of required trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance
- Strong working programming knowledge and hands-on technical experience
- Ability to rapidly acquire in-depth knowledge of new and existing Pega products
- Demonstrated clear and effective communication skills, including composure in high-pressure situations
- Proven aptitude for process optimization, efficiency improvements, and operational excellence
