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# Pega Support Engineer

- **Company:** Technatomy Corporation
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Performance Management, JIRA, Information Systems, HP Systems Insight Manager, Identity and Access Management, Systems Integration, Pega, Information Technology, 3-tier Architectures, Servicenow
- **Published:** August 6, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9079448/pega-support-engineer

## About the Role

· 4+ years of application support, production support, incident management, technical support, or IT service-management experience.

· Hands-on experience troubleshooting Pega applications or a comparable enterprise workflow/case-management platform; direct Pega experience is strongly preferred.

· Experience with Tier 2/Tier 3 intake, triage, escalation, resolution tracking, user communications, and service-level management.

· Ability to troubleshoot access, roles, workflows, business rules, data, reports, integrations, and application behavior using logs and diagnostic evidence.

· Working knowledge of incident, problem, service-request, knowledge, change, and root-cause-management practices.

· Experience with ServiceNow, Jira Service Management, Remedy, or comparable ITSM/ticketing tools.

· Strong written and verbal communication skills with a customer-service orientation.

· Ability to manage multiple active issues and coordinate across technical and business teams in a remote support environment.

KNOWLEDGE AND SKILLS DESIRED:

· Pega application support, configuration, system administration, or developer experience.

· Experience in Federal, financial, acquisition, health, or another regulated support environment; VA experience is optional.

· Familiarity with Pega Diagnostic Center, application monitoring, ServiceNow integration, access management, or release hypercare.

· ITIL, HDI, ServiceNow, Pega, or comparable support certification is preferred, but not required.

EDUCATION:

· Bachelor's degree in Computer Science, Information Systems, Business Administration, Engineering, or a related discipline, or an equivalent combination of education, technical training, and experience.

CLEARANCE:

· Must be able to obtain and maintain a Public Trust clearance.

## Description

· Provide Tier 2/Tier 3 troubleshooting and configuration support for Pega access, roles, workflows, case behavior, data, reports, integrations, and application performance.

· Receive, triage, prioritize, investigate, document, escalate, and resolve incidents and service requests within established service levels.

· Coordinate with the VA service desk and enterprise ticketing processes to maintain accurate status, ownership, communications, and closure evidence.

· Reproduce issues, review logs and diagnostics, assess business impact, identify workarounds, and route defects to the appropriate engineering or administrative team.

· Support critical-incident communications, root-cause analysis, after-action reporting, remediation tracking, and problem-management activities.

· Develop and maintain knowledge articles, known-error records, troubleshooting guides, FAQs, support procedures, and lessons learned.

· Analyze ticket volume, aging, recurrence, affected modules, user impacts, and trends to recommend training, configuration, performance, or product improvements.

· Participate in release readiness, deployment support, hypercare, post-deployment validation, and operational performance reviews.

· Collaborate with training and communications personnel to address recurring user questions and adoption gaps.

· Support onboarding of additional user communities while maintaining responsive, professional, and customer-focused service.


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