Associate Engineer, Operations Center Job Category: Engineering & Cloud Location: US - New Jersey - Remote Please note this role is for remote, US-based employees covering 9-6pm PST Tuesday through Saturday, not Monday through Friday. Because of the federal nature of this role, we are only able to hire candidates who currently possess US Citizenship. Picture Yourself at Pega: A passionate engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environment. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders. What You'll Do at Pega: - Manage and monitor customer environments - Handle alerts, incidents, service requests and changes within SLA - Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required - Execute tasks including monitoring service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates and patches, run queries and scripts, etc. - Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams - Identify opportunities for automation of repeated operational tasks and reduce toil - Adapt to changing business goals - Participate in after hours on call rotation including work weekend shifts Who You Are: - Possess customer obsession and proven empathy towards customers - An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly - Works well with cross-functional global and remote teams - Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements - Comfortable working in a fast-paced, enterprise environment What You've Accomplished: You are a skilled engineer with experience in Kubernetes, AWS, Linux, technical support, and systems monitoring, with demonstrated success in the following areas: - Strong understanding of cloud-based infrastructure, platform, and application services - 1–2 years of experience administering Kubernetes in enterprise-scale environments - 1–2 years of experience administering Linux in enterprise-scale environments - 1–2 years of hands-on operational experience with Amazon Web Services (AWS) - 1–2 years of technical experience supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure, including Java applications, Tomcat, Amazon RDS for PostgreSQL, New Relic, DNS, and VPN technologies - Cloud Certification: AWS or GCP (Required) - Kubernetes Certification (Preferably) - Linux Administrator Certification (Preferably) 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 ofpay + bonus incentive, employee equity in the company Additional Information Base salary range for this role is 73,400 - 109,800 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.

• Operate as a player-coach. Carry your own queue of endpoint, identity, and SaaS work alongside the team. • Own endpoint management end to end across macOS and Windows. Drive MDM enrollment, configuration, patch compliance through Automox, hardware lifecycle, and zero-touch provisioning. • Own identity and access in Okta. Lifecycle provisioning and deprovisioning, group design, MFA enrollment and recovery, and access reviews on the cadence Security requires. • Own SaaS administration across the company’s stack including Google Workspace, GitHub, 1Password, AWS account-level access, and the long tail of business SaaS. License rationalization is a continuous responsibility, not a yearly fire drill. • Mentor IT Engineers and Helpdesk through code review of scripts and Worklets, on-call coverage, and structured 1:1s. • Set and track team KPIs covering ticket responsiveness, patch and MDM coverage, access review completion, and IT spend efficiency. • Be a power user of Automox. File issues, request features, and serve as an internal feedback channel to Product and Engineering.

• Own day-to-day operations of users on the AdQuick product, build out client support systems, tools, and educational content. • Build and maintain operational processes for onboarding/offboarding, access management, incident response, and change management • Manage relationships with vendors and agencies • Partner with engineering and product on technical operations with company priorities • Lead or contribute to cross-functional projects: tool migrations, system integrations, automation initiatives • Develop metrics, dashboards, and reporting to track operational health and identify areas for improvement • Handle escalations and resolve operational issues with urgency and clear communication • Document systems, runbooks, and processes so the team can scale

• Own WIS (Wrong Item Shipped) and WQS (Wrong Quantity Shipped) exceptions end-to-end by identifying root causes, driving corrective actions, and reducing recurring outbound fulfillment issues over time. • Monitor outbound accuracy metrics across the fulfillment network, identifying patterns tied to conveyor utilization, scan overrides, zoning issues, and fulfillment process gaps. • Partner cross-functionally with FC Operations, Platform Services Account Managers, and Marketplace Operations teams to improve shipping accuracy, compliance, and operational performance. • Translate operational findings into structured, actionable work for FC Problem Solver teams, ensuring issues are scoped clearly and resolved efficiently. • Drive continuous process improvement by identifying systemic fulfillment issues, maintaining trend analysis and pattern libraries, and surfacing recommendations that improve accuracy, throughput, and dwell time performance.