Tech Support Engineers for Global Leader - multiple openings (Mid to Sr.)

When was the last time you had a chance to join a company that was the clear, dominant leader in its space?

 “Business Process Management” can mean many things, but getting tangled in technical details doesn’t explain why you need to join Pegasystems now. Our platform helps the world’s largest companies manage their most critical and complex processes, but that isn’t the reason you’ll want to work here. Our Pega Rules Process Commander can help a company define, design, deploy and update powerful applications with convention-defying speed and agility. Grasping the scope of our competitive advantage is what will make you want to be part of new wave of growth

 

If you have ever used an application that lacked features you might have liked, but accepted that adding even small changes can take months or longer, you’ll appreciate this scenario:

 

Imagine a company with 24 departments that has 1,000 total users on its primary application, and each department requested custom features. Imagine all the changes were made overnight without touching the code and the application was ready the next day. PRPC can do that.

 

IBM ran independent tests on our platform’s performance, and we simulated 31,000 simultaneous users with response times of .05 seconds. We can add new product features for a single user while the rest of the community continues to use the application. This trick doesn’t even involve touching the code. For a real-world equivalent comparison, imagine trying to rebuild the engine of a NASCAR racer while driving it 190 miles per hour.

 

 If you could work for a company who could do that, or compete against it, which would you choose? This is what is being said about us, so why not come see how we do it?

 

http://www.allbusiness.com/services/business-services/4542573-1.html

 

http://www.intelligententerprise.com/channels/enterprise_applications/showArticle.jhtml?articleID=206504232

 

Many companies offer you a position where you have to learn that company’s product. At Pegasystems, we have to make sure our technology can work with any other kind of system, so you’ll be exposed to and can receive training on any kind operating system, application server, database technology, tool kits, application frameworks, communication and transport protocols, messaging technology, etc. Imagine the endless range of problems one developer building distributed technology could encounter, then multiply that by the total number of developers who are employed by a client base that goes back 25 years. It might be impossible to find an engineering support role that has a broader and deeper variety of technical challenges anywhere in the world.

 

Job Purpose: 

The Technical Support Engineer will provide technical support leadership and expertise within the Global Technical Support organization. This individual will be responsible for providing escalation technical and developer support for deployment and production issues for customers using the PegaRULES Process Commander BPM platform.  Being a vital part of the Global Customer Support team involves working on highly complex systems and providing overarching technology support services for major accounts, ensuring overall customer satisfaction and total resolution of each service case. This role as technical support professional will be as a key figure supplying technical expertise to Pegasystems’ clients as well as to other GSC team members as a valued mentor, coach, and technical resource.

 

 

 Key Result Areas:

 

§  Drive the resolution of support cases reported to Global Customer Service (GCS). Work to define and diagnose issues by applying technical expertise, product knowledge, and communication and problem solving skills. Determine root problem cause and provide resolution to customer.

 

§  Work with senior management and peers from other groups to ensure that the Service Level Agreements (SLAs) between the customer and Pegasystems are fulfilled through proper case management.

 

§  Ensure proper and consistent communication of status to the client and Pegasystems’ Management in accordance with SLA’s and maintenance agreements by providing timely updates to the PegaSupport case management system.

 

§  Serve as an escalation point for support cases owned by others in GCS. Provide direction and/or assume ownership of escalated items to drive to resolution.

 

§  Provide technical leadership, guidance, and coaching of fellow engineers

 

§  Other responsibilities and key result areas will be assigned as required.

 

Critical Competencies

 

Technical Expertise:

 

§  PegaRULES Process Commander development, including System Architect certification

§  J2EE architecture and application servers (specifically WebSphere, WebLogic, Tomcat)

§  Database administration (minimum 1 Database – oracle, MS SQL,UDB or DB2)

§  Operating Systems (specifically Windows, XP, AIX, Solaris)

§  Communications (specifically SOAP, MQ, JMS)

§  Java Development

§  Advanced (i.e. level 3) technical understanding of multiple frameworks (e.g. CPM, Smart APPS, etc…)

 

 



Education and Experience Requirements:

 

Minimum Level of Education:

BS in Computer Engineering, Computer Science, Electrical Engineering or equivalent experience.

Type of Experience and Minimum Number of Years:  Bachelor’s Degree and minimum  7 years of experienceExperience in Database technologiesExperience with Application Servers, including WebSphere, WebLogic, Tomcat, or JBOSS.