Pega Support Engineer

Navy Federal Credit Union - Winchester, VA

Full-time - Mid Level

Winchester, VA

Credit Intermediation and Related Activities

About the position

The position involves researching, evaluating, designing, implementing, and maintaining system and product solutions while applying engineering principles. The role requires providing technical direction and engineering support for various projects and infrastructure. The individual will develop and maintain an advanced functional knowledge of evolving IT engineering industry technologies, competition, concepts, and trends. This includes staying updated with the latest Pega releases, features, and industry trends through continuous learning and professional development. The position also emphasizes the importance of mentoring junior support team members and contributing to the improvement of support processes and tools to enhance team efficiency.

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

Requirements

• Bachelors in Computer Science, Information Technology, or a related field of study
• Three to five years of related Pega experience
• 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

Benefits

• Highly competitive pay
• Generous benefits and perks
• Recognition as one of the Best Companies for Latinos to Work for 2024
• Ranked in Computerworld® Best Places to Work in IT
• Listed in Forbes® 2024 America's Best Large Employers
• Recognized in Forbes® 2023 The Best Employers for New Grads
• Included in Fortune Best Workplaces for Millennials 2023
• Ranked in Fortune Best Workplaces for Women 2023
• Listed in Fortune 100 Best Companies to Work For® 2024
• Recognized by Military Times 2023 Best for Vets Employers
• Awarded by Newsweek as Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Top 100 Internship Programs by Yello and WayUp