Application Support Engineer

Meet Our Team:

As a member of an innovative team of IT professionals, you will work closely with talented engineers and product owners across the globe to deploy and support enterprise applications that are used to run our business at Pega.  The Enterprise Business Systems (EBS) Production Support Team is a dedicated group of IT professionals responsible for ensuring the performance, stability, and reliability of Pega’s internal application environments. We partner closely with global development and support teams to manage complex configurations, execute efficient deployments, and maintain seamless operations across nonproduction systems. Through proactive monitoring, disciplined troubleshooting, and continuous improvement, the team upholds operational excellence and supports the smooth delivery of applications that power Pega’s business functions worldwide.  

Picture Yourself at Pega:

Pega has enhanced the way customers manage and experience their applications. As an Operations Engineer, you will play a key role in ensuring high performance and exceptional quality across nonproduction environments. You will collaborate with the Development and Quality Assurance (QA) teams, working in close coordination with other members of the EBS Production organization group to drive efficient deployments, manage complex environment configurations, and maintain operational stability. You will apply your expertise in planning, designing, implementing, and maintaining enterprise tools and services, including evaluating and operating the Pega Infinity platform or third-party solutions, integrating systems, executing enhancements and upgrades, provisioning and monitoring applications, and supporting disaster recovery procedures. Through proactive alert monitoring, precise issue resolution, and continuous improvement, you will help strengthen operational excellence and support seamless delivery across the organization. 

What You'll Do at Pega:

• Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner. 


• Collaborate closely with development teams for third-line escalations, ensuring seamless issue resolution.


• Partner with Platform teams   during integration projects, documenting processes, and facilitating deployment activities.


• Configure, set-up and research integration requirements with third party applications such as Artifactory, SumoLogic, SuccessFactors and more.


• Coordinate with product and delivery teams to prepare and train other members of the production support team for upcoming releases, ensuring readiness and smooth transitions.


• Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.


• Demonstrate a strong commitment to continuous learning by maintaining and expanding technical skill sets, staying current with emerging technologies and best practices.

Who You Are:

• Proven experience working with geographically distributed systems.


• Strong analytical and problem-solving abilities, with the capability to quickly diagnose and resolve issues during environment setup or migration.


• Demonstrated ability to rapidly learn and adapt to new technologies, tools, and techniques to meet evolving business requirements.


• Comfortable thriving in fast-paced, enterprise-level environments.

What You've Accomplished:

• Bachelor’s degree in engineering or related field.


• 2–4 years of hands-on experience in Environment Operational Support, including monitoring, troubleshooting, and maintaining system stability to ensure seamless operations.


• Proficient in Amazon Web Services (AWS) and Python, with hands-on experience in developing, deploying, and managing cloud-based solutions and automation scripts.


• Understanding of microservices architecture (like Kubernetes and Docker), monitoring tools (like New Relic or Grafana), basic administration of web servers (like Tomcat)


• Knowledge of SSH, keystores, security certificates, user and password management, SSO Integration and authorization tokens.


• Experience with Linux and Windows operating systems


• Implementation experience using tools such as Ansible, Jenkins, Artifactory or similar


• Experience supporting and maintaining functionalities within Web based applications.


• General relational database expertise.  NoSQL experience a plus.


• Understanding of cloud-based infrastructure, platform, and application services


• Operational knowledge in application and database level monitoring and troubleshooting (like Java applications, Tomcat and RDS Postgres)

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 and bonus incentive, employee equity in the company


• The opportunity to make a tangible impact on Pega's business operations and ability to scale
  
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