Technical Support Engineer II

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70 of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible awardwinning workplace.

Why We Need You:

PagerDuty prides itself on providing remarkable awardwinning support to our evergrowing 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 oncall.

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 requests through the use of varied ticketing content and task management tools scheduling and attending video conference troubleshooting sessions when appropriate
• 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
• Respond to Major Incidents as the Customer Liaison

Required Skills:

• Excellent written and oral communication skills
• An excellent work ethic and attention to detail
• Experience reading and writing code in Ruby Python Javascript or other popular programming languages
• Experience writing SQL queries
• Experience interacting with APIs with code and tools like Postman
• Basic knowledge of working from the command line
• Willingness to work specific hours to provide SLA timebased coverage to our customers
• The ability to write about technical subjects clearly and in an engaging style
• Handson experience supporting SaaS customers with troubleshooting in a related role

Nice to Haves:

• Experience writing in Python
• Experience with monitoring systems and other tools that PagerDuty integrates with
• Know your way around Unix systems and tools

The base salary range for this position isUSD. 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 jobrelated 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 inperson working as an integral part of our culture. Both our employees and external research tells us that colocated collaboration strengthens connections drives innovation and accelerates learning.

This role is expected to come into our Atlanta office 1 time per month so you can thrive in your new role and fully embrace being a Dutonian!

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt the right role or time sign up for job alerts!

Where we work

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

How we work

Our values guide how we support customers collaborate with colleagues develop products and foster a culture of belonging. They define not just our actions but what it means to be Dutonian.

What we offer

As a global organization our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more including countryspecific offerings on our benefits site.

Your package may include:

Competitive salary

Comprehensive benefits package from day one

Flexible work arrangements

Company equity*

ESPP (Employee Stock Purchase Program)*

Retirement or pension plan*

Generous paid vacation time

Paid holidays and sick leave

Dutonian Wellness Days & HibernationDuty companywide paid days off in addition to PTO

Paid parental leave: 22 weeks for pregnant parent 12 weeks for nonpregnant parent (some countries have longer leave standards and we comply with local laws)*

Paid volunteer time off: 20 hours per year

Companywide hack weeks

Mental wellness programs

*Eligibility may vary by role region and tenure

About PagerDuty

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps Automation Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible resilient and scalable platform to increase innovation velocity grow revenue reduce cost and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70 of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

PagerDuty is Great Place to Workcertified a Fortune Best Workplace for Millennials a Fortune Best Medium Workplace a Fortune Best Workplace in Technology and a top rated product on TrustRadius and G2.

Go behindthescenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race religion color national origin gender sexual orientation age marital status parental status veteran status or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.

PagerDuty uses the EVerify employment verification program.