• Proactively troubleshoot, detect, document, and resolve issues for private cloud deployments based on OpenStack, Kubernetes, and other cloud technologies. • Reproduce customer issues in a lab, confirm bug reports, provide detailed information to the development team. • Work closely with development teams: discuss customer issues, suggest improvements, fix product bugs, etc. • Provide engineering support for product issue escalations. • Take ownership of escalated critical customer issues and participate in troubleshooting sessions as needed.

• Continuously monitor store internet links, ensuring stability and rapid identification of faults; • Open, track, and update technical tickets related to store operations; • Contact telecommunications providers in cases of link unavailability or instability; • Respond to various support requests, including POS systems, terminals, and other store equipment; • Manage the corporate email (COT), sending reports, handling recurring issues, and other necessary communications; • Respond to and support tickets related to the time-clock system; • Configure network switches at a basic level, according to operational requirements.

• Problem solve using spreadsheets, databases, statistical software, and other resources to synthesize and analyze data and information • Process data for software testing and maintenance • Validate software output • Create materials to answer client questions on an ad-hoc basis • Prepare and document project files • Assist in R&D and marketing efforts to grow the business • Check teammates’ work for technical accuracy • Leverage AI-enabled tools (e.g., generative AI, automation platforms) to enhance research, analysis, and workflow efficiency • Apply sound judgment when using AI outputs, including validating accuracy, identifying limitations, and ensuring appropriate use • Continuously evaluate and refine personal workflows to incorporate emerging tools and best practices

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