TECHNICAL SUPPORT SPECIALIST

Arpatech is seeking a skilled Technical Support Specialist to provide first-line support for Pega and enterprise applications. This role offers excellent opportunities to work with cutting-edge technology while ensuring optimal system performance and user satisfaction in our dynamic work environment.

Primary Support Responsibilities

• Provide comprehensive first-line technical support to internal users for Pega, sales, and customer-facing applications
• Manage incident ticket lifecycle and ensure timely resolution according to established SLAs
• Collaborate with internal users to understand technical issues and implement solutions-oriented approaches
• Troubleshoot complex application issues and coordinate with development teams when necessary
• Monitor system performance and proactively identify potential technical concerns
• Support internal teams with flexibility to assist external customers when required
• Work closely with Product Managers to implement high-value system improvements

Documentation & Process Management

• Create and maintain comprehensive documentation including flowcharts, guides, and screen captures
• Provide guidance and best practices for proper application usage to prevent user errors
• Develop training materials and conduct knowledge transfer sessions for internal users
• Maintain knowledge base and ensure accuracy of troubleshooting procedures

• Bachelor's degree in Information Technology, Computer Science, or related field
• 2+ years of proven experience in technical or application support roles
• Strong knowledge of Pega platform and enterprise application environments
• Proficiency in ticketing tools such as JIRA, ServiceNow, or Zendesk
• Excellent problem-solving abilities with analytical approach to technical challenges
• Outstanding communication and documentation skills
• Ability to work independently and collaboratively in team environments
• Flexibility to work 9:00 AM – 6:00 PM EST timezone