Candidate should have Bachelor’s degree in Computer Science or related areas with minimum of 5 to 7 years of experience in a product support, development or troubleshooting capacity. Complete all trainings and certifications for a Senior Technical Support Engineer role within a GCS Alliance. Should have good working programming knowledge and experience.
Ability to rapidly gain in-depth knowledge of existing and new Pega products.
Demonstrated effective oral and written communication skills, including poise in pressure situations.
Aptitude for streamlining processes to identify efficiencies and improvements.
Should have working experience with Java/ J2EE stack or Pega PRPC.
In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems
Working knowledge of RDBMS with preferably Postgres, oracle
Very Good Knowledge of Docker and Kubernetes software containerization platform to create deploy and run application by using container (having CKAD certification is a plus)
Having hands on DevOps, continuous integration and development (CI/CD) tools & Jenkins
Very good understanding and experience in Cloud technologies (AWS, GCP or AZURE and having certification is a plus)
Troubleshooting and debugging experience would be an added advantage
Independent thinker, but good team player
Excellent client relations skills and organization skills
Desire to continually learn.
Strong analytical and problem-solving skills
Ability to identify, propose and implement solutions.
Key Responsibilities-
Perform direct client support via telephone, email, and electronic mechanisms.
Respond promptly to client and engineering inquiries to handle and resolve client issues.
Work on critical issues and severity 1 situations.
Understand product functionality and use to drive client-based solutions.
Take ownership of technical issues that require collaboration with Engineering.
Record, track, and document support cases using Pega Support.
Analyze log and core files to spot common trends and underlying problems.
Adhere to GCS case management practices, including meeting defined SLAs.
Demonstrate a high level of empathy for client concerns and commitments to timelines.
Efficiently understand and translate product and environment issues into technical solutions.
Work Experience: 5 – 7 Years
Job Location: Bangalore, Hyderabad, India
About Pega Systems
Pega is the enterprise AI decisioning and workflow automation platform. Clients use our AI-powered decisioning and workflow automation to solve their most pressing business challenges from personalizing engagement to automating service to streamlining operations. Since 1983, weve built our scalable and flexible architecture to help to help enterprises meet todays customer demands while continuously transforming for tomorrow.
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