Principal Engineer, Technical Support

As the face of Pega, your primary goal will be to provide world-class technical support and guidance on the utilization of Pegasystems Products and Applications, ensuring a seamless and rewarding experience for our customers worldwide. Collaborating with a diverse team of skilled colleagues and engaging with customers across the globe, you will play a pivotal role in enhancing customer satisfaction and loyalty through superior support services for Pega's products. In the role of Principal Technical Support Engineer (PTSE) within Global Customer Support (GCS), you will serve as the initial point of contact for customers seeking assistance with technical issues. Leveraging your expertise in Pegasystems products, technical environments, and understanding of customer business objectives, you will drive support cases towards timely and effective resolutions, either independently or in collaboration with other team members at Pega. Key Responsibilities: - Work in rotational shifts to ensure support coverage - Identify, propose, and implement solutions, fostering a collaborative team environment - Quickly grasp complex technical issues, customer deployments, products, and underlying architecture - Exhibit strong teamwork skills, collaborating with different groups, managing conflicts, and negotiating effectively - Directly engage with customers at all levels, showcasing exceptional customer-facing skills - Demonstrate effective communication skills, maintaining composure in pressure situations - Experience with J2EE Application Servers (e.g., Websphere, Weblogic, Tomcat) and relational databases (e.g., Oracle, DB2, UDB) is advantageous - Troubleshooting and debugging experience is a plus Qualifications: - 6 to 9 years of technical experience involving Java, J2EE expertise, and database programming - Minimum 4 years of experience as a Java, J2EE software developer - Minimum 2 years of experience as a J2EE server administrator, supporting J2EE server software products, and exposure to database concepts and administration - Proficiency in Core Java, JSP, Servlets, and JDBC - Strong understanding of OOPS concepts, Multithreading, Exception Handling, Collections, and File systems - Demonstrated ability to engage in technical discussions, coupled with analytical and problem-solving skills Pega Offers: - Technology leadership recognized by Gartner Analysts across product categories - Continuous learning and development opportunities - An innovative, inclusive, agile, flexible, and enjoyable work environment Job ID: 22281,