Technical Support Engineer II

About the position

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.

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

Requirements

• 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

Benefits

• 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