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Application Support Engineer

Pegasystems

Waltham, MA

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JOB DETAILS
SALARY
$69,900–$104,500 Per Year
LOCATION
Waltham, MA
POSTED
30+ days ago
Application Support Engineer


Job Category: Information Technology


Location: US - Massachusetts - Waltham


Meet Our Team:


Pega is at the forefront of enterprise technology and is quickly growing. The IT Production Support team plays a critical role in helping Pega grow by supporting our internal users and external clients in the use of our enterprise applications and cutting-edge technologies used to run our business.


_*PLEASE NOTE: We are currently considering candidates who are within a commutable distance of our Waltham office and Due to the nature of the work with the US Government, US Citizenship is required*_


Picture Yourself at Pega:


As a member of an innovative team of IT professionals, you will work closely with talented engineers and product owners across the globe to deploy, and support enterprise applications that are used to run our business at Pega. The IT Application Support team plays a key role in helping Pega to grow by ensuring that our enterprise applications are working seamlessly in support of our core business functions, product and engineering teams, customer facing organizations, and security and compliance stakeholders; as well as for our external stakeholders, clients, and partners. As a member of this team, you will analyze and resolve routine to moderately complex problems, including implementing configuration and operational changes, while providing a positive customer experience.


What You'll Do at Pega:


+ Assist end‑users in resolving support issues across enterprise applications and SaaS offerings built on the Pega Infinity platform and third‑party systems, including configuration and operational changes.

+ Use your technical knowledge and customer‑facing skills to provide timely response and resolution for internal and external technical support incidents and requests through appropriate case management systems.

+ Monitor applications for stability and quality.

+ Execute deployments to production using established CI/CD pipelines.

+ Use experience and good judgment to prioritize issues appropriately and drive resolution through escalation, cross‑team collaboration, or business enablement as needed.

+ Collaborate troubleshooting of highly complex issues with senior team members and developers

+ Communicate status updates and issue resolution to clients

+ Leverage tools, including GenAI assisted capabilities, to identify solutions, enable scalable knowledge sharing, and enhance knowledge bases under guidance of senior support team members.

+ Meet or exceed SLAs for client response time as well as case resolution.

+ Influence business decisions and best practices by applying insights.


Who You Are:


+ Individual who can collaborate effectively with business users to resolve support issues and improve IT developed business applications

+ Good communicator with ability to provide clear, focused written and verbal communication

+ Independent thinker, but good team player

+ Excellent client relations and organization skills

+ Comfortable owning production issues and operating effectively during high pressure incidents

+ Able to reason across multiple systems and workflows to identify root causes and effective resolution paths

+ Motivated to improve processes, knowledge sharing, and operational practices based on day to day support experience

+ _This role may require occasional on-call rotation as business needs dictate._


What You've Accomplished:


+ Minimum of 2+ years of experience supporting, troubleshooting, or operating production SaaS or enterprise applications

+ Bachelor’s degree in Computer Science or equivalent hands on experience

+ Demonstrated experience supporting end to end workflows that span multiple independently owned applications

+ Practical understanding of security and compliance requirements in enterprise SaaS environments, including account security, segregation of duties, and adherence to regulatory or policy driven controls

+ Exposure to regulated or sovereignty sensitive environments, such as client sovereign cloud deployments, FedRAMP aligned systems, or SOX impacted processes

+ Ability to rapidly learn and support new platforms and workflows without requiring deep prior knowledge of every application involved

+ Strong oral and written communication skills, including the ability to explain complex, cross system issues clearly and remain effective during high pressure production incidents


#LI-JV1


Pega Offers You:


+ Gartner Analyst acclaimed technology leadership across our categories of products

+ Continuous learning and development opportunities

+ An innovative, inclusive, agile, flexible, and fun work environment

+ Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company


Additional Information


Base salary range for this role is 69,900 - 104,500 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.


The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.


Job ID: 23363


AI in Action – Responsible Use of AI in Recruitment

Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support.


All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used.


Culture

At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.


We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.


As an Equal Opportunity 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.


Export Compliance

For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.


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,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

https://www.pega.com/about/careers/equal-employment-opportunity

About the Company

P

Pegasystems

Since 1971, P E Systems has been providing professional systems engineering and acquisition management services. The firm has CONUS locations in Virginia, Maryland, Massachusetts, Oklahoma and Ohio, and overseas in Japan, Bahrain and Italy. The company provides a range of technical capabilities supporting many different clients. P E Systems practices a full service approach through its use of flexible, mission-oriented teams that bring the right resources together to meet all customer requirements. Our emphasis is on personnel both acquiring and retaining a staff of qualified engineering and technical professionals through selective recruiting and a comprehensive benefits program has contributed to our continued success in supporting a wide range of government organizations.

P E Systems has developed strong core capabilities in systems engineering, specialized acquisition support, and communications interface programs through provision of technical, program management and systems acquisition support as both a prime and subcontractor. We have established strategic relationships with our Partners.

P E Systems has a long history of providing superior technical support services in a cost-effective manner. Our Quality Policy further describes the focus on quality that helps us achieve this level of service.

  • 2017 –  Summit Research Corporation (SRC) merged into P E Systems on March 1, 2017, assuming all contract obligations
  • 2016 – Jack Grady appointed to Vice-President of Operations and Dayton Division Manager
  • 2007 – Opened new offices and San Antonio, TX
  • 2006 – Graduated from 8(a) program
  • 2003 – P E Systems achieves ISO 9001 certification
  • 2000 – P E Systems acquired Atlantic Analysis Corporation to enhance IT offerings with Oracle database development capabilities
  • 1998 – Acquired Bahan Dennis, Inc. (BDI), which has been integrated into the company operating structure, as the Dayton, OH Division. It provides program management and systems functional support to the Aeronautical Systems Center, AFMC, Material Systems Group (ESC) and the Air Force Reserve Command Detachments at Wright Patterson AFB, OH
  • 1997 – Became an 8(a) certified small business and gained approval for a GSA Schedule for Information Technology Services
  • 1996 – P E Systems acquired Summit Research Corporation (SRC) as a wholly owned subsidiary specializing in Exercise/Performance/Acoustic Analysis, Training, and Information Technology services, primarily for the U.S. Navy
  • 1995  – Wes King acquired P E Systems
  • 1971  –  P E Systems founded
  • 1971  –  P E Systems was formed to provide technical, scientific, and programmatic management and systems acquisition support to the Department of Defense as well as other government and commercial organizations
COMPANY SIZE
500 to 999 employees
INDUSTRY
Computer/IT Services
FOUNDED
1971
WEBSITE
https://www.pesystems.com/

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