Principal Professional Services Consultant

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.

Role Overview:

As a Principal Professional Services Consultant you will sit at the nexus between the Customer Success Manager, the Account Executive, Professional Consultants, and Support. Whether it is helping understand the customer environments and potential technical landmines or supporting one of our native integrations, you are fundamental to helping customers realize and optimize our Product Suite capabilities.

How You Impact Our Vision: Key Responsibilities

• You play the part of a consultant, project manager, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer experience. 
• You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.
• You demonstrate knowledge of IT monitoring tools and IT Operations, have supported Java applications and can do basic scripting.
• You will run the technical discovery process and are capable of handling questions in security questionnaires. 
• You help customers design integrations to provide a seamless implementation with their current technology stack.
• You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. 
• You have experience supporting products in both the SaaS world and on-prem. 
• You can articulate the business value of our solution and drive the long term goals.

• You are an extraordinary partner – to the account/product team and to your customers
• You are excellent at multitasking, are self-driven, and can work both independently and with a cross-functional team
• You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail

 

Basic Qualifications:

• Experience managing customer engagements and proof of concepts/value
• Ability to create and deliver demonstrations to small or large groups
• Ability to script in BASH and python, competent using the Linux CLI, and knowledge APIs
• Experience with enterprise infrastructure, including cloud deployments and containers
• Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth
• Ability to travel to customer sites as necessary (~25%)

 

Preferred Qualifications:

• You have an understanding of CI/CD, infrastructure as code, CSM (Gitlab, Github, Bitbucket), provisioning (Ansible, FarGate, Terraform, Cloudformation), 
• IT operations in cloud-hosted or on-prem environments (K8, vsphere, OpenStack, Oracle Cloud, EC2, GCP, or Azure), 
• Relational database management (MySQL, Postgres, MSSQL, Oracle), remote system management using SSH, WinRM, and REST APIs, BASH and Powershell CLI, as well as monitoring (DataDog, Cloudwatch, Sensu, NewRelic, ServiceNow, etc) 
• You know and understand our space (or you’re already a fan of our product!)
• You're experienced in enterprise and commercial support and consulting

• Availability to work 4 day per month  into our Santiago office

• Fluent English is required

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 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.