Technical Support Specialist II
Technical Support Specialist II
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Job Description
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 award-winning workplace.
PagerDuty is looking for Technical Support professionals with 2 to 5 years of experience to help resolve our customers technical challenges. Your responsibilities will span technical support on our portfolio of products as we build our operations cloud interaction with our engineering and Customer Success organizations and occasional sales inquiries. We pride ourselves in providing amazing support to our rapidly growing customer base.
We strive to improve our customers experience by delivering best-in-class service. We measure our customer support success in terms of effort and customer satisfaction. Youll play a crucial role in maintaining our friendly and personal rapport with our customers while keeping full accountability for the resolution of their technical challenges.
This is an excellent opportunity for an upbeat technically curious motivated and organized individual to kick off with a fast-growing organization.
Key Responsibilities
- Provide excellent customer service and product support to PagerDuty customers
- Take all first-line calls from customers and identify classify and troubleshoot issues reported
- Successfully resolve customer emails and phone requests through the use of varied ticketing content and task management tools
- Identify the root cause understand customers needs and set expectations accordingly.
- Escalate issues that require involvement from Engineers or Subject Matter Experts
- Improve our official support documentation by adding to our processes how-tos guidelines and documentation with your own suggestions
- Perform administrative tasks required within the Support Delivery area (reporting of hours preparation of effort estimates etc.).
- Attend and actively participate in the activities and meetings of your work team providing feedback that promotes continuous improvement.
- Lead tickets from high-priority customers on an on-call basis
- Provide solutions to Enterprise customers issues through support cases and screen-sharing meetings
- Find reproduce and report bugs to the development team
- Set up monitoring systems integrating them with PagerDuty and documenting the whole process
- Develop projects assigned by the direct manager within the written agreed deadlines.
- Register and stay connected throughout the corresponding work shift or work day to the corporate communication tool.
- Respond on time to phone calls via corporate communication tools and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day.
Technical Skills necessary
- Know basic concepts of REST API ideally having worked with Postman
- Basic understanding of cloud computing platforms (AWS GCloud ServiceNow Azure)
- Understanding of automation workflows monitoring and scripting tools used in enterprise operations
- Understanding of authentication and security processes
- Knowledge of enterprise communication implementations (slack ms teams etc)
- Experience resolving customer issues using multiple tools including ticketing solutions (such as Salesforce Jira) and phone chat and email.
- Hands-on product technical support experience with Enterprise Software and SaaS solutions
- All communications internally and to our customers are in English. Proficient command of spoken and written English is required
- with 2 to 5 years of experience in the above mentioned functions.
Other Skills
- Excellent written communication work ethic and attention to detail
- Excellent customer service skills and understanding of customer communication
- Adaptive mindset eager to learn new product suites understand and communicate changes to existing products
- Excellent investigation skills and interest in solving unique issues from complex customer environments.
- The ability to write about technical subjects in a clear and concise style
- The enthusiasm and perseverance to drive customer issues to resolution
- Fluent English
- Availability to go to the office once a week
Time zone:
This position is required to work in alignment with the US Pacific Time Zone
April - September Chile Work Hours: 12:00 pm to 9:00 pm
October - March Chile Work Hours: 2:00 pm to 11:00 pm
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 tell us that co-located collaboration strengthens connections drives innovation and accelerates learning.
For external applicants including employee referrals this role is expected to come into our Santiago office 4 times per month so they can thrive in their 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 operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations wecannot employ candidates residing in:
Location restrictions:
Australia:Northern Territory Queensland South Australia Tasmania Western Australia
Canada:Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan Yukon
United States: Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia Wyoming
Candidates must reside in an eligible location which vary by role.
How we work
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.
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 country-specific 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 non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
- Paid volunteer time off: 20 hours per year
- Company-wide 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. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core PagerDuty empowers teams to detect and resolve issues in real time orchestrate complex workflows and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses
PagerDuty is Great Place to Work-certified 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 behind-the-scenes 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 E-Verify employment verification program.
Required Experience:
Unclear Seniority
Employment Type
Full Time
