Senior Engineer, Technical Support Job Category: Client Support Location: Poland - Krakow | Poland - Remote Copying... **Meet Our Team:** We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe. Pega Poland is a leading technology hub in Europe, driving innovation and delivering cutting-edge software solutions. Employees are encouraged to collaborate, develop their skills, and share their expertise in an open and supportive environment. In addition to our passion for technology, we value an inclusive work environment and engaged community, care deeply of wellbeing of our employees by providing wellness programs and social initiatives. **Picture Yourself at Pega:** Pega is revolutionizing the way the world builds software. We are seeking a Senior Technical Support Engineer with robust experience in Incident Management to join our Global Customer Support (GCS) team. This critical role is the first point of contact for customers facing high-severity issues. Your expertise will drive customer satisfaction and loyalty by providing superior support services for Pega’s products. You will leverage your deep understanding of Pegasystems’ products, the technical environment, and our customers’ business objectives to resolve support cases efficiently and effectively. **What You'll Do at Pega:** • Handle high-severity incidents with a calm and methodical approach, ensuring timely and quality resolutions. • Provide exceptional customer support and relationship management. • Respond promptly to customer, support, and engineering inquiries to resolve issues. • Collaborate with field engineers to assist on-site teams in resolving complex issues. • Become a subject matter expert in product functionality to drive customer-based solutions. **Who You Are:** + Experienced in managing high-severity cases and incident management. • Able to perform in high-pressure situations. • Hands-on with a proactive approach to problem-solving. • Excellent communicator with strong oral and written skills, maintaining poise under pressure. • Independent thinker and effective team player. • Strong analytical and problem-solving skills. • Able to identify, propose, and implement solutions effectively. **What You've Accomplished:** + Proven track record in handling high-severity incidents and providing timely resolutions. • Strong analytical and problem-solving skills. • Solid understanding of core Java principles (ability to read and understand code). • Knowledge of OOP concepts, Exception Handling, Collections concepts, and File systems. • Experience with J2EE Application Servers (preferably WebSphere, WebLogic, or Tomcat) and/or relational databases (preferably SQL, Oracle, DB2, or UDB). **Pega Offers You:** + A highly collaborative environment for designing and development of new ideas and features. · A culture where employees engage deeply, own outcomes and lead from the front. · Continuous learning and career opportunities – internal and external training opportunities, area for own initiatives, Rotation Program. · An inclusive, agile, and flexible work environment - we offer a variety of engaging social initiatives, from sports and charity events to recreational activities. · Permanent agreement and benefits package (bonus incentive, employee equity in the company, Medical and Group Insurance, Multisport, English and Polish lessons, Employee Assistance Program, and that’s not all). · Flexible working mode: hybrid or remote. **‘#LI-hybrid’** Job ID: 21207 **Inclusion and Diversity –** _Inclusive_ is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all.. We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you! As anand Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. **Export Compliance –** For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals. **Accommodations –** If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.