Pega Production Support Engineer

Pega Production Support Engineer would be responsible for managing the stability, performance, and maintenance of our Pega environments. A Pega Support Engineer can provide value across three key pillars:

Pillar Benefit

Operational Stability Proactively monitor

Pega Diagnostic Cloud (PDC) alerts before they impact end-users.

Developer productivity Free up developer’s time by taking over the operational tasks.

Platform Health Perform ready for business checks regularly across environments and fix identified issues (in consultation with Platform team)

Operational Continuity (L2 Support) Triage all the problem tickets, diagnose faults, clear stuck cases, and fix data mismatches.

Required Skills To get the most out of this hire, they should focus on:

• PDC Mastery: Using Pega Diagnostic Cloud to identify issues, performance degradation, db bottlenecks etc.
• Debugging: Proficient with

Tracer ,

Clipboard , and

Live UI . Experience with debugging Pega alerts and their fixes, working on DB aspects such as optimization, indexing, etc.

• Deployment: Managing deployment pipelines and ensuring "Guardrail" compliance during migrations.Experience with PDM
• Grafana Knowledge: (Good to have) Able to navigate pre-built dashboards to identify correlations between Pega incidents and system resources.
• Certifications : Pega Certified Senior System Architect (PCSA) is highly preferred.
• Pega cloud : Understanding of Pega cloud architecture, working with Pega cloud support
• Experience with Pega Logs and PLA
• Infrastructure : Understanding of JVM, memory, cache, inbound/outbound traffic, certificates, etc, will be helpful.

Roles and Responsibilities The Pega Support Engineer will act as the bridge between the business users and the core engineering team. Their responsibilities are categorized into

Reactive Support (fixing what's broken) and

Proactive Maintenance (preventing future breaks). To ensure clear responsibilities and avoid conflicts with existing positions, this role requires a defined RACI matrix. Note: This role will not have a responsibility of fixing Code Issues for Production Problem tickets. And the same will remain the responsibility of the L3 team (part of CFT teams). This role will help in initial triaging, troubleshooting, assigning the ticket to the right CFT and tracking the fix of these issues within SLO.

Technical Troubleshooting & Resolution

• Problem Ticket Diagnosis: Utilize

Pega Tracer ,

Live UI , and

Clipboard to identify failures and errors. Fix if it's a configuration or infrastructure issue by getting it reviewed from the CFT owner, or assign it to the owning CFT Team.

• Integration Support: Monitor and troubleshoot failures in services and listeners to ensure seamless data flow between Pega and external systems.

Platform Monitoring & Health

• PDC Oversight: Daily monitoring of

Pega Diagnostic Cloud (PDC) to identify high-priority alerts (PEGA0001 - long-running queries, PEGA0005 - slow database access).

• Monitor, Fix, Triage and Track PDC Errors: Create JIRA tickets for PDC exception. If related to NFR or configurations, fix them or assign them to the right CFT team. Track the closure of PDC tickets.
• Agent & Queue Management: Monitor background processes (Job Schedulers and Queue Processors) to ensure jobs and tasks are executing correctly.
• Log Analysis: Review Pega system logs and Alert logs to identify patterns of instability before they result in a system crash.

Release & Environment Stability

• Pega Support Tickets: Coordinate with Pega support to ensure timely closure of Pega SRs and support in their queries.
• Knowledge Management: Maintain a knowledge bank of common Pega errors and resolutions to empower L1 support and reduce ticket escalation.
• Deployment Support (Release Anchor): Assist the CFT team in deployment across environments (Dev → Stg → Prod).