Pega Support Specialist

2 weeks ago


San Diego, California, United States Navy Federal Credit Union Full time
Pega Support Engineer Job Description

Navy Federal Credit Union is seeking a highly skilled Pega Support Engineer to join our team. As a Pega Support Engineer, you will be responsible for providing technical support for Pega applications, addressing customer issues and inquiries, and collaborating with development teams to implement fixes and enhancements.

Key Responsibilities:
  • Provide tier 2 and 3 technical support for Pega applications
  • 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
  • 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
Requirements:
  • Bachelor's degree 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
About Us:

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

We value, celebrate, and enact 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.

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.



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