Technical Support Engineer
On-siteTokyo, Tokyo, Japan
Job Summary
Perform direct client support via telephone, email, and electronic mechanisms, responding promptly to inquiries to handle and resolve issues. Work on critical severity 1 situations, analyze log and core files to spot trends, and document troubleshooting steps using Pega Support. Take ownership of technical issues requiring collaboration with Engineering, advise clients on best practices, and contribute to problem management activities by highlighting hotspots and product quality feedback. Provide feedback to Documentation, Engineering, and Product Management teams to improve product and documentation quality while adhering to GCS case management practices and defined SLAs.
Required Qualifications
- Working experience with Java/J2EE stack
- In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems
- Working knowledge of RDBMS with preferably Postgres, oracle
- Very Good Knowledge of Docker and Kubernetes
- Having hands on DevOps, continuous integration and development (CI/CD) tools & Jenkins
- Very good understanding and experience in Cloud technologies (AWS, GCP or AZURE)
- Troubleshooting and debugging experience
- Minimum of 3 years of experience in product support, development or troubleshooting capacity
- Working programming knowledge and experience
- Ability to rapidly gain in-depth knowledge of existing and new Pega products
- Demonstrated effective oral and written communication skills
- Poise in pressure situations
- Aptitude for streamlining processes to identify efficiencies and improvements
- Ability to identify, propose and implement solutions
- Cloud, AWS & Cloud maintenance activities related collaboration with internal & external stakeholders
Desired Qualifications
- CKAD certification
- Certification in Cloud technologies (AWS, GCP or AZURE)
- Troubleshooting and debugging experience would be an added advantage
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