Senior Technical Support Engineer, Security

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Senior Technical Support Engineer, Security

Job Category: Client Support

Location: Poland - Krakow | Poland - Remote

This is an opportunity to join the growing Global Client Support (GCS) Team of Pegasystems. GCS delivers technical guidance and help resolve requests for one of the biggest and hottest brands in the world. This is an excellent time to learn new cutting-edge technology and work with a driven, international team in our expanding team in Poland.

Picture Yourself at Pega:

You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega's service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems' Software as a Service (SaaS) Products and Applications. You will take part in enhancing the platform to make sure all our clients are secure and always protected with up to date security fixes.

What You'll Do at Pega:

• You will apply your knowledge and technical competence on Pega products and services to support client incidents every day.
• You will collaborate with Product and Application teams as needed to research problems and provide solutions to our clients in time critical situations.
• You will strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism.
• You will drive support incidents with proactive actions to avoid escalations and thereby meeting Pega's service level agreements.

Who You Are:

• You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, client's end-to-end application deployments, products and underlying architecture to solve problems.
• You demonstrate effective oral and written communication skills, including poise in pressure situations.
• You are a team player, you like to collaborate with different teams and drive results despite conflicts.
• You are flexible to work weekend shifts as per client needs.
• You are passionate about self-learning and knowledge sharing within the team with respect to new technology.
• Security related technical background (OWASP TOP10, ISC2 Security Principles, CVSS) and skills in assessing security impact on the client applications would be a major plus.

What You've Accomplished:

• Bachelors or Master's degree in Computer Science and Engineering or equivalent
• Experience in client support and with relevant technologies
• Strong troubleshooting and debugging skills, with experience in analyzing, troubleshooting, and resolving enterprise software issues related to security like eg. authentication types.
• Familiarity with Java concepts (ability to read and understand a code).
• Diagnose and resolve complex technical issues related to application vulnerabilities, security configurations, and system integrations.
• Stay updated with the latest trends and developments in the application security domain.
• Very good communication skills.
• A highly collaborative environment for the designing and development of new ideas and features.
• An inclusive, agile, flexible, and fun work environment (you can use our DYI lab, volunteer, or do other awesome things with us).
• An ever-changing business landscape that adapts, scales and performs.
• A culture where employees engage deeply, have their own outcomes and lead from the front.
• Many opportunities of development – an extensive on-boarding training, budget for conferences, area for own training initiatives, possibilities of working in other global offices or with other local teams for a few weeks.
• Competitive salary and benefits package (bonus incentive, employee equity in the company, Medical and Group Insurance, Multisport Card, English lessons, Employee Assistance Program, and that's not all).

Meet Our Team:

This is an opportunity to join the growing Global Client Support (GCS) Team of Pegasystems. GCS delivers technical guidance and help resolve requests for one of the biggest and hottest brands in the world. This is an excellent time to learn new cutting-edge technology and work with a driven, international team in our expanding team in Poland.

Picture Yourself at Pega:

You will serve as the first point of contact to understand their problems, troubleshoot them and drive quality solutions in accordance with Pega's service level agreements. In this role, you will drive customer success and loyalty by providing superior support services for Pegasystems' Software as a Service (SaaS) Products and Applications. You will take part in enhancing the platform to make sure all our clients are secure and always protected with up to date security fixes.

What You'll Do at Pega:

• You will apply your knowledge and technical competence on Pega products and services to support client incidents every day.
• You will collaborate with Product and Application teams as needed to research problems and provide solutions to our clients in time critical situations.
• You will strive to maintain solid customer relationships by handling their questions and concerns on their support incidents with speed and professionalism.
• You will drive support incidents with proactive actions to avoid escalations and thereby meeting Pega's service level agreements.

Who You Are:

• You possess strong technical skills and the aptitude for quickly understanding complex enterprise application issues, client's end-to-end application deployments, products and underlying architecture to solve problems.
• You demonstrate effective oral and written communication skills, including poise in pressure situations.
• You are a team player, you like to collaborate with different teams and drive results despite conflicts.
• You are flexible to work weekend shifts as per client needs.
• You are passionate about self-learning and knowledge sharing within the team with respect to new technology.
• Security related technical background (OWASP TOP10, ISC2 Security Principles, CVSS) and skills in assessing security impact on the client applications would be a major plus.

What You've Accomplished:

• Bachelors or Master's degree in Computer Science and Engineering or equivalent
• Experience in client support and with relevant technologies
• Strong troubleshooting and debugging skills, with experience in analyzing, troubleshooting, and resolving enterprise software issues related to security like eg. authentication types.
• Familiarity with Java concepts (ability to read and understand a code).
• Diagnose and resolve complex technical issues related to application vulnerabilities, security configurations, and system integrations.
• Stay updated with the latest trends and developments in the application security domain.
• Website troubleshooting and use of browser developer tools skills
• Very good communication skills.

Pega Offers You:

• A highly collaborative environment for the designing and development of new ideas and features.
• An inclusive, agile, flexible, and fun work environment (you can use our DYI lab, volunteer, or do other awesome things with us).
• An ever-changing business landscape that adapts, scales and performs.
• A culture where employees engage deeply, have their own outcomes and lead from the front.
• Many opportunities of development – an extensive on-boarding training, budget for conferences, area for own training initiatives, possibilities of working in other global offices or with other local teams for a few weeks.
• Competitive salary and benefits package (bonus incentive, employee equity in the company, Medical and Group Insurance, Multisport Card, English lessons, Employee Assistance Program, and that's not all).

Job ID: 20662

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. Learn more about our inclusive culture .

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 an Equal Opportunity and 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.

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, please contact us here or contact (US only PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.

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