Pega Product Support Engineer Job Description [Updated for 2025]

In the era of digital transformation, the focus on Pega Product Support Engineers is more critical than ever.

As technology continues to evolve, the demand for skilled professionals who can manage, improve, and secure our Pega systems is increasingly becoming a top priority.

But what exactly does a Pega Product Support Engineer role entail?

Whether you are:

• A job aspirant seeking to understand the intricacies of this role,
• A hiring manager conceptualizing the perfect candidate,
• Or simply fascinated by the world of Pega product support,

You’ve come to the right place.

Today, we present a customizable Pega Product Support Engineer job description template, designed for easy posting on job boards or career websites.

Let’s dive straight into it.

Pega Product Support Engineer Duties and Responsibilities

Pega Product Support Engineers combine their knowledge of engineering and computer science to provide support for Pega’s suite of products.

They troubleshoot issues, provide solutions to complex problems, and assist with product improvement and development.

Their duties and responsibilities include:

• Responding to customer inquiries and providing technical support for Pega’s products.
• Troubleshooting and diagnosing product issues and bugs.
• Collaborating with product development teams to enhance Pega’s products and improve user experience.
• Providing detailed documentation of issues and their resolution for future reference.
• Collaborating with the quality assurance team to perform system testing and ensure optimal system performance.
• Staying updated with the latest Pega product updates and features.
• Assisting with the configuration, deployment, and implementation of Pega’s products.
• Contributing to the knowledge base by documenting new solutions and updating existing ones.
• Providing training and guidance to clients on how to effectively use Pega’s products.
• Managing and prioritizing multiple tasks and projects concurrently.

 

Pega Product Support Engineer Job Description Template

Job Brief

We are in search of a dedicated Pega Product Support Engineer to provide comprehensive technical support to our clients using our Pega products.

Your responsibilities will include addressing user issues, enhancing system functionalities, and maintaining code in Pega PRPC language.

Our ideal candidates should be familiar with the Pega system’s life cycle, from primary system analysis to tests and deployment.

Ultimately, the role of the Pega Product Support Engineer is to ensure smooth operation of our Pega products, comply with coding standards, and offer exceptional technical support.

 

Responsibilities

• Provide technical support to clients using Pega products
• Understand and analyze user issues, and develop effective solutions
• Write well-designed, testable code in Pega PRPC language
• Integrate software components into a fully functional software system
• Conduct software verification plans and quality assurance procedures
• Document and maintain software functionality
• Troubleshoot, debug and upgrade existing Pega systems
• Comply with project plans and industry standards
• Collaborate with Pega developers to ensure software is updated with latest features

 

Qualifications

• Proven work experience as a Pega engineer or similar role
• Experience in supporting Pega products
• Ability to develop software in Pega PRPC language
• Excellent knowledge of relational databases, SQL and ORM technologies
• Experience with test-driven development
• Proficiency in software engineering tools, specifically Pega tools
• Ability to document requirements and specifications
• BSc degree in Computer Science, Engineering or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Pega Product Support Engineer
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the Pega Product Support Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $90,000 minimum to $150,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Pega Product Support Engineer Do?

Pega Product Support Engineers are specialized software engineers who primarily work with Pega systems and solutions.

Their main role involves providing technical support for Pega products.

This can include troubleshooting software issues, addressing user queries, and offering technical guidance to users.

They are responsible for ensuring the smooth functioning of Pega products and applications within a business environment.

In addition to this, Pega Product Support Engineers might also be involved in the installation, configuration, and updating of Pega software and systems.

They review and test Pega applications to ensure they are working optimally and meet the specific needs of the business or client.

They also work in collaboration with other technical teams, such as software developers and system analysts, to resolve complex technical issues that may arise during the use of Pega systems.

Moreover, they may provide training or prepare technical documentation to help end-users better understand and utilize Pega products.

Furthermore, Pega Product Support Engineers are responsible for identifying recurring software issues and working with the software development team to implement permanent fixes.

They may also be tasked with recommending enhancements or modifications to Pega products based on user feedback and their technical assessment of the product.

 

Pega Product Support Engineer Qualifications and Skills

A Pega Product Support Engineer should have the skills and qualifications that align with the given job description, such as:

• Proven technical knowledge of Pega products, understanding how to install, configure, maintain, and troubleshoot the software.
• Strong problem-solving skills to identify and resolve technical problems, providing efficient solutions to maintain product performance.
• Excellent communication skills to relay complex technical information to clients and team members in a clear, concise manner.
• Customer service skills to professionally assist clients, addressing their queries and concerns, while ensuring overall satisfaction with Pega’s products.
• Capability to work in a team environment, coordinating with product managers, developers, and other engineers to enhance product features and improve user experience.
• Ability to manage multiple tasks and priorities in a fast-paced environment, demonstrating strong organizational and time-management skills.
• Understanding of software development lifecycle (SDLC) processes and Agile methodology to effectively collaborate on product development and support.
• Familiarity with SQL databases, Java, HTML, and CSS to handle technical aspects of Pega products effectively.

 

Pega Product Support Engineer Experience Requirements

For entry-level Pega Product Support Engineer roles, candidates should ideally have 1 to 2 years of experience, typically obtained through internships or part-time roles in software product support or development.

They may have gained experience in roles such as IT Support Specialist, Junior Systems Analyst, or Software Development Intern where they dealt with troubleshooting, problem-solving and providing support to end users.

Candidates with 3 to 5 years of experience are typically more proficient in using Pega technology to troubleshoot complex issues and provide solutions.

They would have spent time in roles like Software Engineer, Systems Analyst, or Application Support Engineer, where they gained an in-depth understanding of software product support.

Individuals with more than 5 years of experience are often considered senior Pega Product Support Engineers.

In addition to their technical expertise, they may also have experience leading teams and managing projects.

Their experience might include roles such as Lead Software Engineer, IT Project Manager, or Senior Systems Analyst.

These professionals would have a solid understanding of Pega systems, coupled with the ability to guide teams and handle escalated support issues.

 

Pega Product Support Engineer Education and Training Requirements

Pega Product Support Engineers generally hold a bachelor’s degree in computer science, information technology, or a related field.

Familiarity with Pega Platform, a software for building enterprise business applications, is a must.

Therefore, some form of Pega training is highly desirable.

Specific certifications like Certified Systems Architect (CSA) and Certified Senior Systems Architect (CSSA) offered by Pegasystems could be beneficial and are often preferred by employers.

A deep understanding of object-oriented programming, SQL databases, and web technologies like HTML, CSS, and JavaScript is also required.

Some positions may require a master’s degree in a relevant field or significant work experience, especially for more senior roles.

In addition to formal education, ongoing learning and staying updated with the latest Pega product updates and technological advancements is essential.

Experience with troubleshooting, bug tracking, and understanding of software development lifecycle (SDLC) are also important skills for this role.

 

Pega Product Support Engineer Salary Expectations

A Pega Product Support Engineer earns an average salary of $94,000 (USD) per year.

This amount can fluctuate based on factors such as industry experience, educational qualifications, and the location of the job.

It’s also important to note that this figure might increase with the addition of bonuses and profit sharing opportunities provided by certain employers.

 

Pega Product Support Engineer Job Description FAQs

What skills does a Pega Product Support Engineer need?

A Pega Product Support Engineer should have strong technical knowledge, particularly around the Pega platform.

They should be able to troubleshoot, problem-solve, and have a good understanding of software development life cycles.

Excellent communication skills are necessary for liaising with different teams and stakeholders.

They should also be detail-oriented to identify and address intricate software issues.

 

Do Pega Product Support Engineers need a degree?

Typically, a Pega Product Support Engineer would hold a Bachelor’s degree in Computer Science, Information Technology, or a related field.

However, equivalent experience and certifications, especially the Certified Pega Systems Architect (CSA) or Certified Pega Business Architect (CBA), can also be acceptable.

 

What should you look for in a Pega Product Support Engineer resume?

When examining a Pega Product Support Engineer resume, look for solid experience with the Pega platform and other relevant technologies.

They should have experience in problem-solving, troubleshooting, and providing support in a similar role.

Certifications related to Pega or software support are also a bonus.

 

What qualities make a good Pega Product Support Engineer?

A good Pega Product Support Engineer is patient, diligent, and has a knack for problem-solving.

They should be able to handle pressure, especially during critical system issues, and communicate effectively with both technical and non-technical individuals.

Additionally, staying updated with the latest Pega platform updates and developments would be beneficial.

 

Is it difficult to hire a Pega Product Support Engineer?

Hiring a Pega Product Support Engineer can be challenging, given the specialized skill set required.

The demand for these professionals is high, and there might be a limited pool of candidates with the required Pega experience and certifications.

Therefore, it’s important to offer competitive benefits and growth opportunities to attract the best candidates.

 

Conclusion

There you have it.

Today, we’ve unveiled the intricate workings of a Pega Product Support Engineer role.

Surprise, surprise!

It’s not just about troubleshooting software.

It’s about being the backbone of product success, one support ticket at a time.

Armed with our comprehensive Pega Product Support Engineer job description template and real-world examples, you’re all set to make your mark.

But why limit yourself to just that?

Take a deeper dive with our job description generator. It’s your roadmap to creating meticulous job listings or perfecting your resume to a tee.

Remember:

Every support ticket resolved is a step towards a more efficient product.

Let’s build that efficiency. Together.

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