• Develop and maintain Pega-based applications for fraud and dispute processing within a fintech SaaS platform serving financial institutions nationwide

• Implement custom Pega rules, flows, data transforms, and activities to support end-to-end dispute lifecycle management and case processing

• Design and troubleshoot API integrations connecting internal dispute systems with external payment processing platforms and card networks

• Perform production support and maintenance including root cause analysis, queue processor management, and application log analysis to resolve system issues in a timely manner

• Monitor system performance to identify bottlenecks, failed requests, and high response times in production environments

• Investigate and resolve complex technical issues across database connections, batch file processing, and transaction validation workflows for payment networks including Mastercard and Fiserv

• Collaborate with cross-functional teams including product management, engineering, and QA to prioritize bug fixes, feature enhancements, and production releases

• Utilize product, application, and PEGA knowledge along with advanced troubleshooting skills to investigate and resolve escalated technical issues in a timely manner

• Collaborate with the product team to prioritize bug fixes and feature enhancements based on customer feedback and support trends

• Investigate using developer tools, logs, and scripts in order to fix internal cloud server and application issues

• Serve as point of contact for escalated technical issues, resolving complex customer challenges efficiently to ensure client satisfaction

• Collaborate with cross-functional teams including engineering, product management, and infrastructure to address product issues

• Maintain strong relationships with key clients, serving as their primary technical point of contact

• Assist and mentor L1 support engineers, providing guidance and expertise to assist in issue resolution

• Installed software, upgrades, and configurations for clients, ensuring smooth onboarding and optimal performance

• Utilized developer tools and server logs for debugging, API issues, and maintaining diverse customer database systems

• Collaborated with the development team to diagnose and troubleshoot complex software bugs, providing detailed bug reports and helping prioritize bug fixes

• Maintained relationships between customers and the product development team, advocating for customer needs and helping shape product improvements based on user feedback

• Collaborated with cross-functional teams to identify and implement process improvements, resulting in increased efficiency and reduced support overhead

• Assisted in the creation of user documentation to enhance user self-service capabilities and improve the overall user experience

• Resolved software-related issues and maintain a high level of customer satisfaction

• Utilized internal Pega tools for remediation and fix broken code within application

• Diagnosed bugs, API issues, and other system errors within the clients' production systems

• Investigated using developer tools, logs, and scripts in order to fix internal cloud server and application issues

• Submitted code changes for product and implementation teams

• Maintained ticketing system and reach SLA deadlines

• Worked directly with banks and financial institutions to provide system fixes, remediation of broken items, and enhancements to the application and system

• Collaborated with developers, client experience, infrastructure, and implementation teams

• Built fully responsive front end web applications using HTML, CSS, Javascript, React, and third-party API integrations

• Developed full-stack applications and designed REST APIs with full CRUD functionality using React, Javascript, Node.js, Express, PostgreSQL, MongoDB, and Django

• Managed team-based projects using agile workflow, Git version control and Github

• Applied knowledge of key languages and computer science concepts, including algorithms, data structures,

databases, and MVC pattern design to developing high quality and maintainable code