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.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 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
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!
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.
