Why We Need You:
PagerDuty prides itself on providing remarkable, award-winning support to our ever-growing customer base. We strive to go that extra mile for our customers. Are you a Technical Support Engineer who shares our values and passion with debugging and resolving customer issues? You will be interacting with our customers on a technical level and serving as an escalation point from our Technical Support Specialist. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty. Our Support Engineers are also involved in our Major Incident process, with occasional weekends on-call.
You will play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.
Key Responsibilities:
- Provide excellent customer service and product support to PagerDuty customers
- Identify and resolve customer issues, taking escalations from our Technical Support Specialists
- Successfully debug and resolve customer email requests through the use of varied ticketing, content, and task management tools, scheduling and attending video conference troubleshooting sessions when appropriate
- Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
- Write custom scripts, code samples and integration guides for customer use
- Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
- Respond to Major Incidents as the Customer Liaison
Required Skills:
- Excellent written and oral communication skills
- An excellent work ethic and attention to detail
- Experience reading and writing code in Ruby, Python, Javascript, or other popular programming languages
- Experience writing SQL queries
- Experience interacting with APIs with code and tools like Postman
- Basic knowledge of working from the command line
- Willingness to work specific hours to provide SLA time-based coverage to our customers
- The ability to write about technical subjects clearly and in an engaging style
- Hands-on experience supporting SaaS customers with troubleshooting in a related role
Nice to Haves:
- Experience writing in Python
- Experience with monitoring systems and other tools that PagerDuty integrates with
- Know your way around Unix systems and tools
The base salary range for this position is 98,000 - 138,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.
Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.
Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Toronto office 1 time per month, so you can thrive in your new role and fully embrace being a Dutonian!
