​This is a full-time, remote (US – Texas preferred, but any remote US location) Technical Support Engineer role at Pegasystems (Pega), providing world-class engineering support for Pega’s enterprise CRM and low-code platform applications. The engineer acts as a trusted advisor to global clients, focusing on timely resolution of complex technical issues and driving support incidents to maintain service level agreements (SLAs).

• ​Location: Remote (US – preference for CST/MST to cover West Coast hours).
• ​Clearance Requirement: US Citizenship is required due to the nature of occasional work with FedRamp.
• ​Salary Range: $69,900 – $104,500 USD annually (plus potential bonus/commission).
• ​Experience: 2+ years of application product development or support with Java (strongly preferred), C++, or C#.
• ​Focus: Troubleshooting complex enterprise application issues, leveraging strong knowledge of Java/OOP, databases, and various operating systems, and driving adoption of Pega products.

​Key Responsibilities and Accountabilities

​The engineer is the face of Pega, responsible for managing the resolution of complex software issues and maintaining high customer satisfaction in a 24×7 environment.

• ​Technical Support: Provide world-class technical support for Pega’s products, applying technical competence to support resolution of client issues daily.
• ​Issue Ownership: Demonstrate ownership and drive support incidents with proactive actions to avoid escalations and meet Pega’s service level agreements (SLAs).
• ​Collaboration: Collaborate with peers, product teams, and field engineers to research and resolve problems in time-critical situations.
• ​Client Relationship: Maintain exceptional customer relationships by handling client questions and concerns with speed, accuracy, and professionalism.
• ​Expertise Development: Become a subject matter expert in product functionality and continually learn about new technologies like AI to improve effectiveness.
• ​Schedule: Flexibility to provide coverage during adjusted hours when needed, and participate in a rotating on-call schedule.

​Required Skills and Technical Accomplishments

​The role demands a strong foundation in application development technologies and troubleshooting methodology.

• ​Core Languages: 2+ years experience with Java (strongly preferred), C++, and/or C#.
• ​Programming Concepts: Strong understanding of object-oriented programming (OOP) and design.
• ​Databases: Working knowledge of Database technologies (PostgreSQL, MSSQL, Oracle, DB2).
• ​Operating Systems: Experience with various operating systems (Linux, Windows, Solaris, zOS).
• ​Troubleshooting: Strong troubleshooting and debugging experience across complex end-to-end application deployments and architecture.
• ​Certification (Preferred): Pega Certified System Architect certification is a plus.
• ​Mindset: Must be a self-starter, highly motivated, and able to shift directions quickly when priorities change.