Technical Support Engineer I

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

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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 from  our Technical Support Specialist. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty. Our Support Engineers are also involved in our Major Incident process, with occasional weekends on-call.

 

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 our Technical Support Specialists

Successfully debug and resolve customer email and phone 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

Excellent written and oral communication skills

An excellent work ethic and attention to detail

Experience writing code in Ruby, Python, Perl, or other popular programming languages

Know your way around Unix systems and 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

Hands-on experience in a technical or product support capacity while supporting customers in the use of Software or SaaS Solution

 

Nice to Haves

Experience with RDBMS such as MySQL and PostgreSQL

Experience with monitoring systems and other tools that PagerDuty integrates with

Availability to work with Hybrid system
Atlanta Location

 

The base salary range for this position is 100,000 - 156,000 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.

 

 

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

• Champion the Customer | Put users first to design great products and experiences.
• Run Together | Build strong teams that amplify our impact on users.
• Take the Lead | Disrupt and invent to be the first choice for users.
• Ack + Own | Take ownership and action to deliver more efficiently to users. 
• Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer