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 for our Frontline Technical Support team. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty.
How do you measure success? We measure our team's success in terms of how responsive we are and how many expressions of love we get from customers. 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 Frontline Technical Support
- Successfully debug and resolve customer email and screenshare requests through the use of varied ticketing, content and task management tools
- 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
Required Skills
- 2-3 years previous experience in Support Engineering or Technical Support for a highly technical product or application
- Excellent written and oral communication skills
- An excellent work ethic and attention to detail
- Experience writing code in JavaScript, Python, Ruby, Go, or other popular programming languages
- Know your way around Unix systems and command line tools
- 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 contributing to support tooling, documentation, or process improvement initiatives
- Experience with RDBMS such as MySQL and PostgreSQL
- Experience with monitoring systems and other tools that PagerDuty integrates with
- Experience troubleshooting containerized or IaC environments (e.g., Terraform, Kubernetes)
The base salary range for this position is 114,000 - 191,000 USD. 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 San Francisco office 2 times per week, so you can thrive in your new role and fully embrace being a Dutonian!
