We are seeking a Customer Success Engineer (CSE) to work alongside Customer Success Managers (CSM) to understand customer requirements and drive all technical aspects of the post-sales engagement with customers. As a CSE, you will play a key part in guiding PagerDuty's customers toward the successful adoption of our platform. It's a highly technical role that also requires customer-facing skills. You will be part of an overall customer account team helping customers along their journey, ensuring they continue to realize the value of PagerDuty. You are going to be dealing with technical users and complex issues, but you're also tasked with creating excitement and loyalty in the customers you interact with. This is an ideal role for engineers looking to move into a customer-facing role.
The ideal candidate will have in-depth knowledge of common monitoring tools and practices, technical aptitude in automation, SaaS & cloud technologies, operations & infrastructure setup, as well as experience interfacing with highly technical customers. The successful candidate for this job will have a strong analytical mind frame, a thirst for learning new things, is genuinely interested in technology, and a strong self-starting, proactive mentality.
Job Responsibilities
- Serve as the primary technical advisor to customers for all things digital operations, with deep expertise in the PagerDuty Operations Cloud and its role within the broader digital operations landscape.
- Lead discovery sessions to assess and analyze inefficiencies in customer tooling, processes, and operations—both within and beyond PagerDuty.
- Advise on optimal solutions for streamlining and improving tooling, automation, processes, and operations in PagerDuty.
- Develop custom PagerDuty architectural and integration designs that support customers' business and technology initiatives while taking into account complexities and customizations in the customer environments.
- Consult on designs of custom integrations using product, API, and best practice knowledge.
- Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices.
- Own and increase product adoption metrics across multiple customers simultaneously.
- Collaborate with Customer Success Managers as the primary technical contact in supporting large-scale onboarding and general customer lifecycle initiatives.
- Collect and organize feature requests and prioritize them with product owners, while balancing PagerDuty's desire to move customers along our product roadmap. Provide insight to the customer regarding our product roadmap and how the new features can be applied to their business.
- Create automations that can be used to accelerate repetitive tasks, both specifically for customers as well as for a central repository of tools for wider usage.
- Interface with multiple internal stakeholders, such as product, sales, professional services, and engineering.
Requirement Qualifications & Skills
- 5+ years of similar experience in software/technology.
- Experience implementing new systems, integrations, and processes at scale.
- Knack for grasping technical concepts quickly.
- Curious and eye for technical details: you don’t like not knowing something and are willing to go the extra mile to educate yourself and full-proof your product knowledge.
- Well organized and have the ability to keep track of and balance several customer engagements at the same time.
- Team player that works across multiple teams and departments.
- Ability to work in a fast-paced, changing product and environment.
- Enthusiasm for tackling complex challenges with tactical solutions.
- Analytical, problem-solving, and risk assessment skills.
- Strong verbal and written communication skills.
- Ability to travel to customer sites as necessary.
- You know and understand our space or you’re already a fan of our products!
- This role requires working in Central Time (CT).
Preferred Qualifications & Skills
- Solid scripting abilities (Python, Java, JavaScript, Ruby, Powershell, etc.)
- Working knowledge of SQL, computer networking, Linux, REST APIs, and command-line interfaces (CLIs).
- Experience with cloud products (SaaS, PaaS, and/or IaaS).
- Proficiency with popular monitoring platforms (New Relic, Nagios, Datadog, Splunk, etc.) and ITSM tools (ServiceNow, BMC Remedy, Jira, etc.)
- Familiarity with Automation, CI/CD, DevOps, and Site Reliability Engineering (SRE) processes and tools (Ansible, Chef, Puppet, Rundeck, Jenkins, Git, etc.)
- Knowledge of SSH and WinRM remote authentication protocols.
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 Santiago office once a week, so you can thrive in your new role and fully embrace being a Dutonian!
