Technical Support Engineer – Deployment & Monitoring

Job Category: Client Support

Location: Bangalore, Karnataka, India

About the Role

At Pega, we are the face of the company for our customers. Our mission is to provide world-class technical support and guidance on Pegasystems’ products and applications, making it easy, rewarding, and effective for clients to work with us. In this role, you will collaborate with top-tier colleagues and enterprise clients across the globe, supporting some of the most successful organizations in their industries. Your success will be measured by your ability to help customers derive real business value, resulting in repeat business and increased adoption of Pega solutions.

Picture Yourself at Pega

You will engage with senior-level customers and partners, providing deep technical expertise on Pega technology. By understanding customer environments, needs, and solutions, you will help ensure smooth deployments, effective monitoring, and rapid resolution of critical issues.

What You’ll Do at Pega

• Provide direct client support via phone, email, and electronic channels
• Respond promptly to client and engineering inquiries and resolve technical issues
• Handle critical and Severity 1 incidents with urgency and ownership
• Take end-to-end ownership of complex technical issues requiring collaboration with Engineering
• Understand product functionality to deliver customer-centric solutions
• Record, track, and manage support cases using Pega Support, adhering to GCS case management practices and SLAs
• Analyze log files, core dumps, and system traces to identify root causes and recurring patterns
• Document troubleshooting steps and resolutions for internal and client use
• Provide guidance to clients and service personnel on best practices and optimal configurations
• Contribute to problem management, identifying hotspots, trends, and product quality issues
• Share actionable feedback with Documentation, Engineering, and Product Management teams
• Assist in creating and maintaining troubleshooting documentation for case investigations
• Collaborate effectively across teams and organizational boundaries to achieve technical and business goals
• Demonstrate empathy, professionalism, and commitment to client success

Who You Are

• 2+ years of experience with Java/J2EE stack or Pega PRPC
• Strong understanding of OOPS concepts, multithreading, exception handling, collections, and file systems
• Working knowledge of RDBMS, preferably PostgreSQL or Oracle
• Very good knowledge of Docker and Kubernetes (CKAD certification is a plus)
• Hands-on experience with DevOps and CI/CD tools, including Jenkins
• Good understanding of cloud platforms such as AWS, GCP, or Azure (certifications are a plus)
• Strong troubleshooting and debugging skills
• Independent thinker with strong team collaboration abilities
• Excellent client relationship and organizational skills
• Ability to identify, propose, and implement effective solutions

What You’ve Accomplished

• 2–5 years of experience in product support, development, or troubleshooting roles
• Bachelor’s degree in Computer Science or a related field
• Working programming knowledge and hands-on technical experience
• Ability to quickly gain in-depth knowledge of existing and new Pega products
• Demonstrated strong oral and written communication skills, including calmness under pressure
• Proven aptitude for process improvement, efficiency identification, and operational excellence
• Willingness to complete required trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance