Associate Engineer, Pega Operations Center

You will be a key member responsible for the availability and reliability of Pegasystem's cloud service offerings. We operate as a global follow the sun 24x7 team with locations in Bangalore, Sydney, and the United States East Coast. We encourage a culture of diversity, openness, intellectual curiosity, problem solving, and consistently strive to create an environment that provides the support and mentorship needed to learn and grow.

Please note this role is for remote, US-based employees covering 9-6pm PST Tuesday through Saturday , not Monday through Friday.

Because of the federal nature of this role, we are only able to hire candidates who currently possess US Citizenship.

Picture Yourself at Pega:

A passionate engineer who loves problem-solving, is familiar with cloud infrastructure fundamentals and is highly motivated to constantly learn and grow. Our goal is to ensure that we successfully deliver high-service uptime for our environment. You will deliver best in class support by collaborating and communicating with customers and internal stakeholders.

What You'll Do at Pega:

Manage and monitor customer environments

Handle alerts, incidents, service requests and changes within SLA

Access, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when required

Execute tasks including monitoring service health, restart of client environments, handling logs, increase storage, whitelist IP addresses, troubleshoot access related issues, deploy system updates and patches, run queries and scripts, etc.

Handle incoming customer phone calls, triage new client submitted tickets and route to Cloud and Product teams

Identify opportunities for automation of repeated operational tasks and reduce toil

Adapt to changing business goals

Participate in after hours on call rotation including work weekend shifts, * 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, 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.

• Possess customer obsession and proven empathy towards customers
• An analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordingly
• Works well with cross-functional global and remote teams
• Demonstrated ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirements
• Comfortable working in a fast-paced, enterprise environment

What You've Accomplished:

You are a skilled engineer with experience in Kubernetes, AWS, Linux, technical support, and systems monitoring, with demonstrated success in the following areas:

• Strong understanding of cloud-based infrastructure, platform, and application services
• 1-2 years of experience administering Kubernetes in enterprise-scale environments
• 1-2 years of experience administering Linux in enterprise-scale environments
• 1-2 years of hands-on operational experience with Amazon Web Services (AWS)
• 1-2 years of technical experience supporting, monitoring, and troubleshooting cloud applications, databases, and infrastructure, including Java applications, Tomcat, Amazon RDS for PostgreSQL, New Relic, DNS, and VPN technologies
• Cloud Certification: AWS or GCP (Required)
• Kubernetes Certification (Preferably)
• Linux Administrator Certification (Preferably)

Base salary range for this role is 73,400 - 109,800 USD annually. This role may also be eligible for annual bonus OR commission, as well as benefits and other incentives.