Pega Support Engineer

Job Summary

A company is looking for a Pega Support Engineer to provide support for an enterprise SaaS modernization effort.

Key Responsibilities

• Lead Tier 1, Tier 2, and Tier 3 support coordination for an enterprise SaaS application
• Manage incident intake, triage, classification, prioritization, routing, escalation, and resolution tracking
• Develop and maintain knowledge-base articles, troubleshooting guides, and support documentation

Required Qualifications

• 4+ years of experience in application support, help desk coordination, or IT service management
• Experience with Tier 1, Tier 2, and/or Tier 3 issue management
• Practical understanding of incident management and support metrics
• Experience with enterprise applications or SaaS platforms
• Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent experience