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Principal Professional Services Consultant

Toronto

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

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Role Overview

As a Principal Professional Services Consultant on the Technical Delivery team, you will help customers maximize the value of our platform by providing expert guidance on onboarding, integrations, service modeling, and provisioning. You will partner with key customers to drive large-scale implementations, ensuring seamless adoption and long-term success.

 

In addition, you will be a trusted advisor, leading technical discovery sessions, providing architectural guidance, designing custom integrations, and advocating for best practices within the PagerDuty Operations Cloud. You will collaborate with customers to improve incident management, automation, DevOps, and IT operations, ensuring a smooth experience with our platform.

About You

  • Technologist at Heart – You have deep expertise in IT monitoring, DevOps, SRE, or IT operations. You understand the implementation process end-to-end, from design to delivery, and can build integrations that enhance customer success.
  • Problem Solver – You anticipate challenges, propose thoughtful solutions, and work independently or within a team. You thrive in a fast-paced environment, balancing multiple customer engagements with strong attention to detail.
  • Exceptional Communicator – You can break down complex technical concepts for a range of audiences, from DevOps engineers to C-level executives, articulating technology solutions clearly and confidently.
  • Collaborative Leader – You work effectively across teams, supporting sales, product, and professional services. You adapt to different roles—project manager, architect, consultant, technical expert, and educator—while maintaining a relentless focus on customer success.

Key Responsibilities

  • Implementation & Enablement – Design, configure, and deploy our solutions to fit customer workflows, ensuring they maximize the platform’s value. Guide customers in operationalizing incident response, automation, and digital operations best practices.
  • Consultation – Partner with customer stakeholders—including SREs, DevOps teams, and IT leaders—to understand operational challenges, incident response needs, and business objectives. Provide expert recommendations to optimize on-call processes, escalation policies, automation, and integrations.
  • Data-Driven Optimization – Analyze incident and operational data to identify patterns, reduce noise, and enhance response effectiveness. Provide insights that drive continuous improvement in customers’ incident management strategies.
  • Knowledge Transfer & Training – Conduct training sessions to empower customers on best practices, platform configuration, and effective use of the platform’s capabilities. Enable teams to become self-sufficient in leveraging the platform for their incident response needs.
  • Troubleshooting & Solutioning – Diagnose and resolve configuration or workflow issues, ensuring seamless functionality across integrations, APIs, and automation solutions.
  • Cross-Functional Collaboration – Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback informs product evolution, while aligning services with broader business objectives.
  • Continuous Learning – Stay up to date with industry trends, incident response methodologies, and advancements in operational resilience, helping customers adopt innovative approaches to digital operations management.

Required Qualifications & Skills

  • 5+ years in customer-facing technical roles (Customer Success Engineer, Solutions Consultant, Technical Account Manager, or Professional Services).
  • Expertise in IT monitoring, DevOps, and IT operations across cloud and on-prem environments.
  • Strong scripting skills in Python, JavaScript, Go, Ruby, Perl, Bash, or PowerShell (preferably in AWS Lambda and automation contexts).
  • Hands-on experience with REST APIs (REST, SOAP, WS).
  • Proficiency with AWS (EC2, Lambda, S3, RDS, API Gateway, DynamoDB, IAM) and containerization (Docker, Kubernetes).
  • Strong understanding of CI/CD, infrastructure as code (Terraform, CloudFormation), and ITSM tools (ServiceNow, Jira, Remedy).
  • Experience with monitoring systems (DataDog, Dynatrace, Nagios, New Relic, Splunk, Zabbix).
  • Exceptional communication and presentation skills, with the ability to engage both technical teams and executive leadership.
  • Proven track record of driving adoption, retention, and expansion by demonstrating business value.
  • Self-starter mentality with a passion for technology and continuous learning in a fast-paced environment.
  • Ability to travel (~25%) as needed for customer meetings and implementation support.

Preferred Qualifications

  • Experience with enterprise security, compliance, and access management.
  • Familiarity with database technologies (MySQL, PostgreSQL, MSSQL, Oracle) and remote authentication protocols (SSH, WinRM).
  • Prior experience supporting both SaaS and on-prem software deployments.

You know and understand our space or you’re already a fan of our product!

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 Toronto office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is 132,000 - 182,000 CAD. 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

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.

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