Technical Support Engineer - West Locations

Remote - US West /
Customer Support – Customer Support /
Full Time
PagerDuty is interviewing, onboarding, and working 100% virtually at this time. As we look to the future, we plan to be ‘distributed by design’, meaning unless your job requirements make it necessary to be in a PagerDuty office, you may choose to work in-office, remotely, or hybrid. We’re focused on inclusion and employee well-being by building a culture that isn’t location specific, and gives equal opportunity to everyone—regardless of where you are working.

Overview
PagerDuty is a digital operations management platform that empowers the right action, when seconds matter.
For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away.

We’re growing fast and looking for ambitious people who share our values and customer devotion mindset to join our high caliber team.

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 Tier 1 Support. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty.

How do you measure success? We measure our team's success in terms of how responsive we are and how many expressions of love we get from customers. 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 Tier 1 Support
    • Successfully debug and resolve customer email and phone requests through the use of varied ticketing, content and task management tools
    • 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

Required Skills

    • Excellent written and oral communication skills
    • An excellent work ethic and attention to detail
    • Experience writing code in Ruby, Python, Perl, or other popular programming languages
    • Know your way around Unix systems and tools
    • 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

NIce to Haves

    • Hands-on experience in a technical or product support capacity while supporting customers in the use of Software or SaaS Solution
    • Experience with RDBMS such as MySQL and PostgreSQL
    • Experience with monitoring systems and other tools that PagerDuty integrates with
PagerDuty Offers:
- Competitive salaries and company equity
- ESPP (Employee Stock Purchase Program)
- Retirement plan with company match
- Comprehensive benefits package from day one 
- Company paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent
- Paid vacation time - 3 weeks accruing in first year, 4 weeks accruing every year after
- Paid holidays and sick leave
- Paid employee volunteer time - 20 hours per year
- Bi-annual company-wide hack weeks
- Mental wellness programs

About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management, serving over 13,800 customers and 700,000 users in 90 countries, including 60% of the Fortune 100. Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities. 

At PagerDuty, we believe you do your best work in a culture that fosters inclusion, well-being, and innovation. As a Dutonian, you will have ample opportunities to advance your career and connect with colleagues: virtual all hands calls, learning & development programs, bi-annual hack weeks, volunteering events, ERGs (employee-run groups focused on cultivating a sense of belonging for all) - there’s something for everyone. Learn more on Instagram, @pagerdutylife.

From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.

Additional Information
PagerDuty is for people. Meaning, 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 transition or take the next step in your career path, we are excited to connect with you.
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.
Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements.
PagerDuty uses the E-Verify employment verification program.
To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.