Senior Technical Support Engineer, (Pacific Time Zone) Job Category: Client Support Location: US - Arizona - Remote Meet Our Team: We are the face of Pega for our customers. As part of our Global Support organization, we provide world‑class technical guidance and trusted advisory support across Pega’s products and cloud services. Our team partners closely with customers and colleagues worldwide to deliver exceptional outcomes and make working with Pega easy, rewarding, and impactful. Due to occasional work with FedRamp; US Citizenship is required Picture Yourself at Pega: Pega is transforming how the world builds enterprise software. As a Senior Technical Support Engineer, you will play a key hands‑on role supporting customers as they design, deploy, and operate Pega solutions across the full application lifecycle. This is not a traditional help‑desk position. It is a developer‑to‑developer support and advisory role, where you apply strong technical skills, critical thinking, and collaboration to solve complex problems and directly contribute to customer success. What You'll Do at Pega: - Serve as a trusted technical resource for customers, helping resolve complex, high‑impact technical challenges across Pega platforms - Troubleshoot, analyze, and resolve issues related to application behavior, integrations, performance, and system configuration - Partner with Engineering, Product, and Professional Services teams to escalate issues, share findings, and contribute to continuous improvement - Participate in technical discussions with customer teams, clearly explaining root causes, recommended solutions, and next steps - Contribute to knowledge sharing by documenting solutions, patterns, and best practices Who You Are: - Comfortable participating in a support and on‑call rotation - Strong analytical and problem‑solving skills, with the ability to work through complex technical scenarios - Experience working directly with customers or stakeholders in fast‑paced, sometimes high‑pressure environments - Able to quickly understand end‑to‑end customer environments, application architectures, and deployment models - Clear communicator who can translate technical details into practical guidance What You've Accomplished: - Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience - 4+ years in a technical role working with Java/J2EE and database‑driven enterprise applications - 3+ years of hands‑on experience as a Java developer - Experience supporting or administering Java application servers (e.g., Tomcat) - Strong troubleshooting and debugging skills in production or near‑production environments - Experience working with relational databases (preferably PostgreSQL) - Interest in and exposure to AI‑enabled technologies and modern platform capabilities 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 + bonus incentive, employee equity in the company #LI-KH2 Additional Information Base salary range for this role is 84,200 - 125,800 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. Job ID: 23582

• Act as the first- or second-line point of contact for customer requests via chat, email and ticketing systems. Take full ownership of issues and ensure prompt resolution across functionality, product configuration and data concerns. • Diagnose and resolve technical issues by analyzing system logs, executing SQL queries, testing APIs and identifying bugs or integration gaps. • Support system configuration and administrative tasks, including API troubleshooting, integrations and application performance monitoring to maintain platform stability. • Create and maintain knowledge base articles, troubleshooting guides and internal documentation to improve team efficiency and enable customer self-service. • Collaborate closely with Product, Engineering, DevOps and QA teams to escalate complex issues with clear documentation, reproducible steps and impact analysis. Partner with QA to identify automation opportunities. • Communicate proactively with customers during incidents. Contribute to retrospectives by identifying root causes and driving long-term improvements in systems and processes.

• Providing high-quality technical support and consultation through Zendesk tickets and customer calls. • Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios. • In-depth debugging that requires close examination of logs and analysis of customer codebases. • Providing technical guidance to customers on WordPress best practices.

• Provide essential customer and technical support to ensure a seamless experience for users. • Handle approximately 20 inbound calls per day with a focus on quality and security. • Diagnose and resolve technical issues across mobile devices, computers, and accounts. • Utilize internal CRM tools to manage and document customer interactions. • Maintain high levels of customer satisfaction while meeting quality standards.