Technical Support Specialist II

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

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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. You’ll 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, Tier2, 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 customer's 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

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 tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Santiago office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!

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

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are 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
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• 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 revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

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 accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.