Principal Professional Services Consultant

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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Role Overview

As a Principal Professional Services Consultant on the Technical Delivery team, you will help customers maximize the value of our platform by providing expert guidance on onboarding, integrations, service modeling, and provisioning. You will partner with key customers to drive large-scale implementations, ensuring seamless adoption and long-term success.

 

In addition, you will be a trusted advisor, leading technical discovery sessions, providing architectural guidance, designing custom integrations, and advocating for best practices within the PagerDuty Operations Cloud. You will collaborate with customers to improve incident management, automation, DevOps, and IT operations, ensuring a smooth experience with our platform.

About You

• Technologist at Heart – You have deep expertise in IT monitoring, DevOps, SRE, or IT operations. You understand the implementation process end-to-end, from design to delivery, and can build integrations that enhance customer success.
• Problem Solver – You anticipate challenges, propose thoughtful solutions, and work independently or within a team. You thrive in a fast-paced environment, balancing multiple customer engagements with strong attention to detail.
• Exceptional Communicator – You can break down complex technical concepts for a range of audiences, from DevOps engineers to C-level executives, articulating technology solutions clearly and confidently.
• Collaborative Leader – You work effectively across teams, supporting sales, product, and professional services. You adapt to different roles—project manager, architect, consultant, technical expert, and educator—while maintaining a relentless focus on customer success.

Key Responsibilities

• Implementation & Enablement – Design, configure, and deploy our solutions to fit customer workflows, ensuring they maximize the platform’s value. Guide customers in operationalizing incident response, automation, and digital operations best practices.
• Consultation – Partner with customer stakeholders—including SREs, DevOps teams, and IT leaders—to understand operational challenges, incident response needs, and business objectives. Provide expert recommendations to optimize on-call processes, escalation policies, automation, and integrations.
• Data-Driven Optimization – Analyze incident and operational data to identify patterns, reduce noise, and enhance response effectiveness. Provide insights that drive continuous improvement in customers’ incident management strategies.
• Knowledge Transfer & Training – Conduct training sessions to empower customers on best practices, platform configuration, and effective use of the platform’s capabilities. Enable teams to become self-sufficient in leveraging the platform for their incident response needs.
• Troubleshooting & Solutioning – Diagnose and resolve configuration or workflow issues, ensuring seamless functionality across integrations, APIs, and automation solutions.
• Cross-Functional Collaboration – Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback informs product evolution, while aligning services with broader business objectives.
• Continuous Learning – Stay up to date with industry trends, incident response methodologies, and advancements in operational resilience, helping customers adopt innovative approaches to digital operations management.

Required Qualifications & Skills

• 5+ years in customer-facing technical roles (Customer Success Engineer, Solutions Consultant, Technical Account Manager, or Professional Services).
• Expertise in IT monitoring, DevOps, and IT operations across cloud and on-prem environments.
• Strong scripting skills in Python, JavaScript, Go, Ruby, Perl, Bash, or PowerShell (preferably in AWS Lambda and automation contexts).
• Hands-on experience with REST APIs (REST, SOAP, WS).
• Proficiency with AWS (EC2, Lambda, S3, RDS, API Gateway, DynamoDB, IAM) and containerization (Docker, Kubernetes).
• Strong understanding of CI/CD, infrastructure as code (Terraform, CloudFormation), and ITSM tools (ServiceNow, Jira, Remedy).
• Experience with monitori