CLOUD SUPPORT ENGINEER

The Position:

As a pivotal member of our Cloud organization you will be responsible for providing engineering support to US based, Pega Cloud clients. The Pega Cloud is a fully Pega managed service for CRM applications. You will be responsible for utilizing cloud related technical skills to support customers and enhance existing support processes and tools. This position is an opportunity to be involved with cutting edge technology within a growing global team and to contribute the success of our world class product offerings.

In this role, you will:

  • Process daily support requests for Pega Cloud customers, including special handling of US only customers as defined by security compliance
  • Work closely with Pega product support engineers as appropriate
  • Identify operational technology requirements based on customer needs
  • Function as point person for escalations from Level 1 Cloud Engineers (US and India), as a resource for standard changes as well as standard operating procedures for requests
  • Adequately research incidents and requests and document to resolution
  • Route to appropriate third level for any incidents or requests that are outside of scope and expertise

Pega Offers:

  • A rapidly growing yet well-established business
  • The world’s most innovative organizations as reference-able clients
  • Analyst acclaimed technology leadership in a massive emerging market
  • A workplace that requires people to have an informed opinion
  • A culture where employees engage deeply, own outcomes and lead from the front
  • An ever-changing business landscape that adapts, scales and performs

The Person:
Coming from a complex, enterprise organization you have a solid grasp of network administration concepts and enjoy and working in a fast paced global cross functional environment.  Demonstrating a can-do, hands-on, approach, you have the ability to confront challenges without fear, deal frankly and fairly with issues, demand high standards of self and others, drive work to completion, and set a tone of achievement and excellence for the Cloud organization.

Qualifications include:

  • Professional experience in related capacity such as Cloud/Network administration, product support, development or troubleshooting
  • Strong working knowledge of public cloud services such as AWS, Azure or GCP
  • Deep knowledge of SQL and Postgres high availability computing operations
  • Hands-on experience of Linux system administration
  • Effective oral and written communication skills, including poise in pressure situations
  • Strong analytical and problem solving skills that deliver effective solutions
  • Ability to assess customer issues and identify root cause

Preferred qualifications include:

  • Strong working knowledge of AWS services (Cloud Formation, Cloud Watch, etc) – AWS certification is highly desirable
  • Experience with object oriented programming and/or scripting – we use Java and Python
  • Experience with containers and container orchestration

We are naturally inquisitive and have a fierce love of learning. –Pega Value: Innovation

2018-12-26T13:29:37+00:00diciembre 20th, 2018|Categories: Ingeniería TI|