PagerDuty is seeking an Engineering Manager to lead one of our customer-focused and high-performing teams within our Customer Service Operations group!
As Engineering Manager for PagerDuty’s Integrations team, you will be responsible for managing a team of software engineers who empower customer service teams to deliver delightful experiences through seamless integrations with strategic ticketing and ITSM platforms like ServiceNow, Jira, Salesforce, and Zendesk. You'll partner closely with Product Management and Design to deliver robust integrations and customer service workflows that enable tight communication and coordination loops between internal teams and their customers. This is an exciting opportunity to lead a team that is bridging PagerDuty's incident management platform with the tools customer service teams rely on daily, helping customers quickly and efficiently discover and resolve incidents using PagerDuty together with their tools and workflows of choice.
This role is based in Lisbon, Portugal and is expected to come into the Lisbon office 2 days per week as part of PagerDuty's hybrid work model, so you can thrive in your new role and fully embrace being a Dutonian!
Key Responsibilities
- Build and manage a team of talented engineers, providing mentorship and coaching to help them learn, grow, and succeed.
- Partner closely with Product Management and senior engineers to create a vision and roadmap for strategic integrations and customer service operations features.
- Work with Engineering, Product, and UX stakeholders to deliver seamless, reliable integrations with ITSM platforms like ServiceNow and Jira, and customer service tools such as Zendesk and Salesforce.
- Balance engineering excellence with product delivery by making pragmatic trade-off decisions on resourcing and priority, always keeping a long-term view.
- Collaborate with other engineering leaders at PagerDuty on cross-team initiatives, both cultural and technical, helping to drive positive change across the organization.
- Attract, recruit, and retain diverse talent, building a team that reflects varied backgrounds and perspectives.
- Measure impact by partnering with Product on defining success metrics for integration reliability, customer adoption, and feature delivery, ensuring engineering execution drives those outcomes.
- Support and advocate for PagerDuty's culture and values.
Basic Qualifications
- 8+ years of overall experience in Engineering
- 2+ years of Engineering Management experience
- Experience building and operating distributed systems with scalability, availability, and performance requirements
- Experience managing teams and fostering healthy, collaborative engineering cultures
Preferred Qualifications
- Experience working on large-scale integration platforms and/or ITSM systems, with knowledge of common pitfalls and release processes
- Understanding of the balance between planning and execution, and when to get hands-on versus when to step back
- Track record of helping teams consistently ship value to customers and articulating that value within and outside the team
- Experience hiring and developing engineers at varying levels of experience to help them reach their full potential
- Excellent communication skills across all levels of the organization, with an emphasis on providing context and empowering teams rather than prescribing solutions
- Technical depth to engage in design/code discussions when needed, particularly around integration patterns, API design, and enterprise platform compatibility
- Clear perspective on what "good engineering" looks like, and when to empower teams versus step in on critical decisions
- Familiarity with strategic integration partners such as ServiceNow, Jira, Salesforce, or Zendesk
- Understanding of Agile principles and how to apply them effectively
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 Lisbon office 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian!
