Pega Support Engineer

Overview

To research, evaluate, design, implement, and maintain system and product solutions, applying knowledge of engineering principles. To provide technical direction and engineering support for projects and infrastructure. Develop and maintain advanced functional knowledge of evolving IT engineering industry technologies/competition, concepts and trends.

Responsibilities

• Provide tier 2 and 3 technical support for Pega applications, addressing customer issues and inquiries
• Troubleshoot and resolve complex Pega-related problems in a timely manner
• Collaborate with Development teams to implement fixes and enhancements
• Conduct thorough root cause analysis and develop sustainable, long-term solutions for recurring issues
• Create and maintain comprehensive documentation for support process, troubleshooting guides, and knowledge base articles
• Participate in on-call rotations to provide 24/7 support when needed, ensuring round-the-clock availability for critical issues
• Stay updated with the latest Pega releases, features, and industry trends through continuous learning and professional development
• Mentor junior support team members, sharing knowledge and best practices
• Contribute to improvement of support processes and tools to enhance team efficiency
• Liaise between clients and internal teams to ensure clear communication of technical issues and solutions

Qualifications

• Bachelors in Computer Science, Information Technology, or a related field of study
• Three to five years of related Pega experience
• Pega Certified Senior System Architect (CSSA) certification
• Strong Understanding of Pega application development methodologies, including Direct Capture of Objectives(DCO) and Situational layer Cake
• Experience with Pega's low-code app development features and App Studio
• Experience with Pega's Predictive Diagnostic Cloud and Pega Deployment Manager
• Familiarity with Pega's AI and decision management capabilities, including Prediction Studio and Next-Best-Action Designer
• Proficiency in troubleshooting Pega applications, including performance issues and integration problems
• Problem-solving and analytical skills with attention to detail
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders
• Experience with SQL and Database management (e.g., SQL Server, Postgres)
• Familiarity with web technologies (HTML, CSS, JS, ReactJS/AngularJS) and REST APIs
• Ability to work independently and collaboratively in a fast-paced environment
• Experience with cloud platforms (AWS or Azure)
• Experience with Agile and DevOps methodologies
• Knowledge of Java and J2EE concepts

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526 | 141 Security Drive Winchester, VA 22602 | 9999 Willow Creek Road San Diego, CA 92131

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

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• Yello and WayUp Top 100 Internship Programs

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Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.