Job Requirements
Remote
Public Trust Polygraph Unspecified
Mid Level Career (5+ yrs experience)
Salary not specified
Join Premium to unlock estimated salaries 
Job Description
Pega Support Engineer
Location
Remote
Job Code
26-121
# of Openings
1
At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer’s success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading!
We are seeking an experienced Pega Support Engineer to provide Tier 2/Tier 3 application support, incident management, advanced troubleshooting, knowledge management, and production stabilization for an enterprise Department of Veterans Affairs Pega solution. The role works with users, the VA service desk, administrators, developers, data/integration engineers, and release personnel to restore service quickly and turn recurring support patterns into preventive improvements.
DUTIES AND RESPONSIBILITIES:
· 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.
KNOWLEDGE AND SKILLS REQUIRED:
· 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.
WORK LOCATION:
· Remote
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
This position requires U.S. citizenship or Green card.
This position is contingent upon contract award.
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.
Location
Remote
Job Code
26-121
# of Openings
1
At Technatomy, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer’s success. We provide solutions to agencies and entities including the Department of Veterans Affairs, Department of Defense, Defense Logistics Agency, National Institute of Health, and more. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading!
We are seeking an experienced Pega Support Engineer to provide Tier 2/Tier 3 application support, incident management, advanced troubleshooting, knowledge management, and production stabilization for an enterprise Department of Veterans Affairs Pega solution. The role works with users, the VA service desk, administrators, developers, data/integration engineers, and release personnel to restore service quickly and turn recurring support patterns into preventive improvements.
DUTIES AND RESPONSIBILITIES:
· 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.
KNOWLEDGE AND SKILLS REQUIRED:
· 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.
WORK LOCATION:
· Remote
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
This position requires U.S. citizenship or Green card.
This position is contingent upon contract award.
Technatomy Corporation is an Equal Opportunity Employer. It is the policy of Technatomy Corporation to afford equal employment opportunity regardless of race, color, religion, national origin, sex, age, marital status, disability or veteran status, or any other status protected by applicable law.
group id: 10181062