Technical Support Engineer I

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

Are you a Technical Support Engineer who shares our values and passion for 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.

Key Responsibilities

1. Provide excellent customer service and product support to PagerDuty customers.
2. Identify and resolve customer issues, taking escalations from our Technical Support Specialists.
3. Successfully debug and resolve customer email and phone requests through the use of varied ticketing, content, and task management tools.
4. Set up monitoring systems, integrating them with PagerDuty and documenting the whole process.
5. Write custom scripts, code samples, and integration guides for customer use.
6. Add your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.

Basic Qualifications

1. Excellent written and oral communication skills.
2. An excellent work ethic and attention to detail.
3. Experience writing code in Ruby, Python, Perl, or other popular programming languages.
4. Know your way around Unix systems and tools.
5. Willingness to work specific hours to provide SLA time-based coverage to our customers.
6. The ability to write about technical subjects clearly and in an engaging style.
7. Hands-on experience in a technical or product support capacity while supporting customers in the use of Software or SaaS Solution.

Preferred Qualifications

1. Experience with RDBMS such as MySQL and PostgreSQL.
2. Experience with monitoring systems and other tools that PagerDuty integrates with.

PagerDuty is a flexible, hybrid workplace. This role is expected to come into our London office 1 day per week.

What we offer

1. Competitive salary.
2. Comprehensive benefits package from day one.
3. Flexible work arrangements.
4. Generous paid vacation time.
5. Paid holidays and sick leave.
6. Dutonian Wellness Days – scheduled company-wide paid days off in addition to PTO.
7. Company equity.
8. ESPP (Employee Stock Purchase Program).
9. Retirement or pension plan.
10. Paid parental leave – up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent.
11. Paid volunteer time off – 20 hours per year.

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty.

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer.

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