Associate Engineer, Pega Operations Center

Meet Our Team 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 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 environmentsHandle alerts, incidents, service requests and changes within SLAAccess, analyze and prioritize tickets, follow standard operating procedures (SOP) for known issues, and escalate when requiredExecute 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 teamsIdentify opportunities for automation of repeated operational tasks and reduce toilAdapt to changing business goalsParticipate in after hours on call rotation including work weekend shifts Who You Are Possess customer obsession and proven empathy towards customersAn analytical and problem-solving mind to quickly evaluate customer issue or request, and act accordinglyWorks well with cross-functional global and remote teamsDemonstrate d ability to learn new or unfamiliar technologies, techniques, and tools quickly to meet our business requirementsComfortable 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 services1–2 years of experience administering Kubernetes in enterprise-scale environments1–2 years of experience administering Linux in enterprise-scale environments1–2 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 technologiesCloud Certification: AWS or GCP (Required)Kubernetes Certification (Preferably)Linux Administrator Certification (Preferably) Pega Offers You Gartner Analyst acclaimed technology leadership across our categories of productsContinuous learning and development opportunitiesAn innovative, inclusive, agile, flexible, and fun work environmentCompetitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company Additional Information 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. The final compensation will be determined during the offer process based on the candidate's education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. #remote