We are interviewing and onboarding 100% virtually at this time. PagerDuty is 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. Unless your job requirements make it necessary to be in a company office, you may choose to work in-office, remotely, or hybrid.

Multi Product Technical Support Specialist - Job Description

PagerDuty is looking for Technical Support professionals 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.

How You Impact Our Vision

• Provide excellent customer service and product support to PagerDuty customers
• Taking all first-line calls from customers and identifying, classifying and, troubleshooting issues reported
• Successfully resolving 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, Tier2, or Subject Matter Experts
• Improving our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions and efficiencies
• 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.
• Leading 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
• Act as the customer liaison during impacting platform incidents, ensuring our communication to our customers and internal stakeholders is crisp and accurate
• 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
• 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 tool, and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day.

Technical Skills Necessary

We expect you to be an avid user of Linux Operating Systems preferably with a system administrator profile, as well as with Microsoft Windows environments in their Server versions that you are comfortable with the handling of file exchange protocols (SFTP, SSH, FTP, NFS, SAMBA) for both O. S including, know fundamental aspects of the operation of communications encryption protocols (SSL, TLS), you understand the operation of authentication systems such as LDAP or AD, you are familiar with simple text format for data exchange as JSON, XML and YAML, you have the ability to automate basic processes using Bash or PowerShell scripting, you must know basic concepts of API Rest being desirable the management of Postman, understand and manage with an initial scope of cloud computing infrastructure (AWS, GCloud and Azure).

Java application support and knowledge of authentication and authorization and enterprise security topics. 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 both on-prem Enterprise Software and SaaS solutions

Work specific hours to provide SLA time-based coverage to our premium customers (for example 8 am - 5 pm, 9 am - 6 pm)

Excellent written communication, work ethic, and attention to detail skills.

Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products and enjoy the challenge of solving unique set issues that may arise in 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.

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 transition or take the next step in your career path, we are excited to connect with you.

PagerDuty Offers

We are dedicated to providing a culture where our people are happy, enabled and inspired to do their best. One of the ways we do this is by developing a comprehensive total rewards approach that supports employees and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.

Your Package May Include

• Competitive salary and company equity
• Comprehensive benefits package from day one
• 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)
• Generous paid vacation time
• Paid holidays and sick leave
• Paid employee volunteer time - 20 hours per year
• Bi-annual company-wide hack weeks
• Mental wellness programs
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO and scheduled holidays
• HibernationDuty - a week each year 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

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, serving over 14,000 customers and 850,000 users worldwide, including 65% of the Fortune 100.

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.

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. We are Great Place to Work-certified™ and our product is top rated in its category on TrustRadius.

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

Learn more: Social Impact; Inclusion, Diversity, & Equity; Culture

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 verifies work authorization in accordance with the requirements of your local jurisdiction.

Learn more about our culture by checking us out on Instagram @PagerDutyLife!

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