Senior Engineer, Technical Support, German speaking Job Category: Client Support Location: Poland - Krakow | Poland - Remote **Meet Our Team:** We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems’ Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe. **Picture Yourself at Pega:** Pega is changing the way the world builds software. The Senior Engineer, Technical Support is a key technical role within Global Customer Support (GCS) and the first point of contact to customers to address issues. This position develops customer satisfaction and loyalty by providing superior support services for Pega’s products. The Senior Engineer, Technical Support uses their understanding of Pegasystems’ products, the technical environment in which they run, and our customers’ business objectives to drive support cases to timely and quality clarification and subsequent resolution by themselves or others in GCS. **What You'll Do at Pega:** + Handle high-severity incidents with a calm and methodical approach, ensuring timely and quality resolutions. + Provide exceptional customer support and relationship management. + Respond promptly to customer, support, and engineering inquiries to resolve issues. + Collaborate with field engineers to assist on-site teams in resolving complex issues. + Become a subject matter expert in product functionality to drive customer-based solutions. + Work on detailed root cause analysis + Utilizing GenAI tools to automate work processes **Who You Are:** + Experienced in managing high-severity cases and incident management. + Comfortable working in high-pressure, stressful situations. + Hands-on with a proactive approach to problem-solving. + Excellent communicator with strong oral and written skills, maintaining poise under pressure. + Independent thinker and effective team player. + Strong analytical and problem-solving skills. + Able to identify, propose, and implement solutions effectively. **What You've Accomplished:** + Proven track record in handling high-severity incidents and providing timely resolutions. + Strong analytical and problem-solving skills. + Solid understanding of core Java principles (ability to read and understand code). + Knowledge of OOP concepts, Exception Handling, Collections concepts, and File systems. + Experience with J2EE Application Servers (preferably WebSphere, WebLogic, or Tomcat) and/or relational databases (preferably SQL, Oracle, DB2, or UDB). **Language Requirement:** + German B2/C1 **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 of pay + bonus incentive, employee equity in the company \#Li-KS1 **‘#LI-hybrid’** Job ID: 22020 **AI in Action –** Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. **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