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 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 for our Runbook Automation products. Your responsibilities include providing technical support, debugging issues, and helping customers get the most out of using PagerDuty Runbook Automation. Our Support Engineers also respond to critical customer issues with occasional weekends on-call.
You will play a crucial role in maintaining our friendly and personal rapport with our customers, as we continue to bring innovation to our products and services.
Key Responsibilities
- Provide excellent customer service and product support to PagerDuty Runbook Automation customers
- Identify and resolve customer issues across varied on-prem, cloud, and hybrid environments
- Successfully debug and resolve customer issues through the use of varied ticketing, content and task management tools
- Gather information to reproduce bugs, and provide engineering with required information to address customer reported bugs
- Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
Required Skills
- Excellent written and oral communication skills
- An excellent work ethic and attention to detail
- Know your way around Unix systems and tools, including Shell scripting
- Experience with RDBMS such as MySQL and PostgreSQL
- Experience interacting with APIs with code and tools like Postman
Experience in one cloud platform (AWS, Azure, etc.)
Experience in Application Support, Professional Services, or a related technical role focused on Enterprise customers
- 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
Nice to Haves
- Experience writing code in Ruby, Python, Javascript, or other popular programming languages
- Experience with monitoring systems and other tools that PagerDuty integrates with
Experience with multiple operating systems
- Experience with version control systems (e.g., Git) and CI/CD tools
- Expertise in configuration management and infrastructure as code tools, including Ansible and Terraform
Knowledge of the problems faced by DevOps, SRE, and/or NOC teams
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 Sydney office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!
