Customer Success Engineer
Customer Success Engineer
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Job Description
PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. 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.
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.
We are seeking a Customer Success Engineer (CSE) to work alongside Customer Success Managers (CSM) to understand customer requirements and drive all technical aspects of the post-sales engagement with customers. As a CSE you will play a key part in guiding PagerDutys customers toward the successful adoption of our platform. Its a highly technical role that also requires customer-facing skills. You will be part of an overall customer account team helping customers along their journey ensuring they continue to realize the value of PagerDuty. You are going to be dealing with technical users and complex issues but youre also tasked with creating excitement and loyalty in the customers you interact with. This is an ideal role for engineers looking to move into a customer-facing role.
The ideal candidate will have in-depth knowledge of common monitoring tools and practices technical aptitude in automation SaaS & cloud technologies operations & infrastructure setup as well as experience interfacing with highly technical customers. The successful candidate for this job will have a strong analytical mind frame a thirst for learning new things is genuinely interested in technology and a strong self-starting proactive mentality.
Job Responsibilities
- Serve as the primary technical advisor to customers for all things digital operations with deep expertise in the PagerDuty Operations Cloud and its role within the broader digital operations landscape.
- Lead discovery sessions to assess and analyze inefficiencies in customer tooling processes and operationsboth within and beyond PagerDuty.
- Advise on optimal solutions for streamlining and improving tooling automation processes and operations in PagerDuty.
- Develop custom PagerDuty architectural and integration designs that support customers business and technology initiatives while taking into account complexities and customizations in the customer environments.
- Consult on designs of custom integrations using product API and best practice knowledge.
- Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices.
- Own and increase product adoption metrics across multiple customers simultaneously.
- Collaborate with Customer Success Managers as the primary technical contact in supporting large-scale onboarding and general customer lifecycle initiatives.
- Collect and organize feature requests and prioritize them with product owners while balancing PagerDutys desire to move customers along our product roadmap. Provide insight to the customer regarding our product roadmap and how the new features can be applied to their business.
- Create automations that can be used to accelerate repetitive tasks both specifically for customers as well as for a central repository of tools for wider usage.
- Interface with multiple internal stakeholders such as product sales professional services and engineering.
Requirement Qualifications & Skills
- 5 years of similar experience in software/technology.
- Experience implementing new systems integrations and processes at scale.
- Knack for grasping technical concepts quickly.
- Curious and eye for technical details: you dont like not knowing something and are willing to go the extra mile to educate yourself and full-proof your product knowledge.
- Well organized and have the ability to keep track of and balance several customer engagements at the same time.
- Team player that works across multiple teams and departments.
- Ability to work in a fast-paced changing product and environment.
- Enthusiasm for tackling complex challenges with tactical solutions.
- Analytical problem-solving and risk assessment skills.
- Strong verbal and written communication skills.
- Ability to travel to customer sites as necessary.
- You know and understand our space or youre already a fan of our products!
- This role requires working in Central Time (CT).
Preferred Qualifications & Skills
- Solid scripting abilities (Python Java JavaScript Ruby Powershell etc.)
- Working knowledge of SQL computer networking Linux REST APIs and command-line interfaces (CLIs).
- Experience with cloud products (SaaS PaaS and/or IaaS).
- Proficiency with popular monitoring platforms (New Relic Nagios Datadog Splunk etc.) and ITSM tools (ServiceNow BMC Remedy Jira etc.)
- Familiarity with Automation CI/CD DevOps and Site Reliability Engineering (SRE) processes and tools (Ansible Chef Puppet Rundeck Jenkins Git etc.)
- Knowledge of SSH and WinRM remote authentication protocols.
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 Santiago office once a week 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 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. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDutys .
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.
Employment Type
Full Time
