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Job Information
Job title

Software Solutions Engineer

Company Pegasystems Inc.
Wage between $58,000.00 - $108,000.00 Annually
Location United States, Massachusetts, Cambridge
Employment type Full Time
Education Bachelor
Year Experience 6 - 7 Years of Practical Experience
Travel None
Published on 7/2/2008
Description

Pegasystems needs software engineers who appreciate solving client problems more than they like writing code, because our business is growing faster than we can staff up to support customers.    

 

We formed the company in 1983 around a payment exception processing platform, but we launched a business unit focused on Business Process Management solutions 6 years ago. The BPM unit struggled to make $2M that year, but we quickly gained traction and saw huge market potential. The whole company shifted focus to BPM and rapidly became the industry leader, putting us on a path to target revenue of $1B in 2012. Not a bad run in just 10 years.

 

Since our customers use our technology to create custom web applications, we need software engineers who value the skills it takes to unlock problems for clients who are creating applications that solve their most fundamental business problems.  Some engineers consider writing elegant code that does something “cool” to be an end-goal; helping a customer implement a workflow solution that saves them 8 figures a year has rewards that carry slightly more resonance.

 

Support at Pegasystems comes with challenges on par with software engineering roles at most commercial product firms. These are not conventional “tech support” roles because the people calling in are highly skilled software engineers and IT professionals themselves.  You will be working with them to solve non-trivial technical issues they couldn’t crack. These are professionals who take pride in their own problem-solving skills, so consider the inherent complexity of a challenge that compels them to call.  


 

Many companies offer you the opportunity to learn their products.  At Pegasystems, we have to make sure our technology works in any J2EE environment and integrates with our customers’ other applications, so you’ll be exposed to and can learn multiple operating systems, application servers, databases, messaging technologies, etc.  And that’s in addition to Pegasystems’ industry leading BPM, BRE, and industry vertical solutions.


 

If you’ve got the engineering and communications skills to work with our technically savvy and demanding customers as they develop and manage their critical business solutions, we’d like to hear from you.  It might be impossible to find an engineering role that has a broader and deeper variety of technical challenges. Take a look at what is being said about us in the industry, and then consider joining the clear leader in its space with the bulk of our growth still well in front of us:

 

http://www.allbusiness.com/services/business-services/4542573-1.html


 

http://www.intelligententerprise.com/channels/enterprise_applications/showArticle.jhtml?articleID=206504232

 

 



Experience/Skills

Job Purpose

The Software Solutions Engineer will provide technical support leadership and expertise within the Global Technical Support organization. This individual will be responsible for providing escalation technical and developer support for deployment and production issues for customers using the PegaRULES Process Commander BPM platform. Being a vital part of the Global Customer Support team involves working on highly complex systems and providing overarching technology support services for major accounts, ensuring overall customer satisfaction and total resolution of each service case. This role as technical support professional will be as a key figure supplying technical expertise to Pegasystems’ clients as well as to other GSC team members as a valued mentor, coach, and technical resource.

 

Key Result Areas:

  • Drive the resolution of support cases reported to Global Customer Service (GCS). Work to define and diagnose issues by applying technical expertise, product knowledge, and communication and problem solving skills. Determine root problem cause and provide resolution to customer.
  • Work with senior management and peers from other groups to ensure that the Service Level Agreements (SLAs) between the customer and Pegasystems are fulfilled through proper case management.
  • Ensure proper and consistent communication of status to the client and Pegasystems’ Management in accordance with SLA’s and maintenance agreements by providing timely updates to the PegaSupport case management system.
  • Serve as an escalation point for support cases owned by others in GCS. Provide direction and/or assume ownership of escalated items to drive to resolution.
  • Provide technical leadership, guidance, and coaching of fellow engineers
  • Other responsibilities and key result areas will be assigned as required.

Technical Expertise:

  • PegaRULES Process Commander development, including System Architect certification
  • J2EE architecture and application servers (specifically WebSphere, WebLogic, Tomcat)
  • Database administration (minimum 1 Database – Oracle, MS SQL,UDB or DB2)
  • Operating Systems (specifically Windows, XP, AIX, Solaris)
  • Communications (specifically SOAP, MQ, JMS)
  • Java Development
  • Advanced technical understanding of multiple frameworks (e.g. CPM, Smart APPS, etc…)

Education and Experience Requirements:

  • BS in Computer Engineering, Computer Science, Electrical Engineering or equivalent experience.
  • Bachelor’s Degree and minimum 7 years of experience
  • Experience in Database technologies
  • Experience with Application Servers, including WebSphere, WebLogic, Tomcat, or JBoss.

This job has expired.