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Technical Support Engineer II

Atlanta

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, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Why We Need You:

PagerDuty prides itself on providing remarkable, award-winning support to our ever-growing 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 on-call.

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 time-based coverage to our customers
  • The ability to write about technical subjects clearly and in an engaging style
  • Hands-on 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 is 114,000 - 191,000 USD. 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.

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 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 don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t 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 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, 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 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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