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Hybrid Mid-level Technical Support Engineer I at PagerDuty

PagerDuty is seeking a Technical Support Engineer with a knack for problem-solving to join their award-winning customer support team. The role involves interacting with customers on a technical level, debugging issues, and providing operational guidance.
Full Time

✅ Pros

  • Competitive salary and company equity 💰
  • Flexible work arrangements 🏡
  • Generous paid vacation time 🏖️

⛔ Cons

  • Occasional weekend and holiday on-call duties 😓
  • May require setting up test environments for issue replication at times 🔧
  • Expect some technical challenges along the way 💻

🔧 Skills

Experience with Bash and Python scripting, basic Java code understanding
Familiarity with Unix/Linux and Windows platforms, JVM parameters tuning
Experience with Vsphere, Azure, Google Cloud, or AWS cloud
Excellent communication skills
Strong work ethic and attention to detail
Customer-centric approach
Ability to work in a team-oriented setting

🗣️ Impact

You'll play a crucial role in upholding our reputation for excellent customer service. Your contributions will directly affect customer satisfaction and our overall success.

👉 Responsibilities

  • Provide top-notch customer service and product support
  • Resolve customer issues, taking escalations from Tier 1 Support
  • Debug and resolve customer requests via email and phone
  • Collaborate with engineering and product teams to escalate and resolve complex issues

🔍 Requirements

  • Must have strong technical and problem-solving skills
  • Experience with support ticketing systems like Salesforce, Zendesk, or ServiceNow
  • Willingness to work specific hours to provide SLA time-based coverage to our customers

✨ Benefits

  • Employee Stock Purchase Program
  • Paid parental leave
  • Dutonian Wellness Days - scheduled company-wide paid days off
  • Paid volunteer time off - 20 hours per year

About PagerDuty

PagerDuty is a leading company in the field of real-time operations, incident response, on-call management, and AIOps platforms. They serve over 25,000 companies worldwide, providing critical solutions to ensure reliability and efficiency. PagerDuty's flagship product, the PagerDuty Operations CloudTM, helps organizations transform their operations and move their business forward faster. The Operations Cloud enables organizations to automate, orchestrate, and accelerate responses across their digital infrastructure. It ensures complete reliability with on-call management and automated incident response. With the help of machine learning, event orchestration, and automation, operations can be improved, and businesses can operate at machine speed. PagerDuty also emphasizes the importance of engaging customer service and cross-functional teams to drive operational excellence. PagerDuty simplifies and expedites urgent work through their Operations Cloud, offering faster time to resolve, better return on investment, and reduced risk. They have proven success stories across various industries, including finance, retail, and nonprofits. For example, companies in the financial services sector have reduced alert noise by 10 times using PagerDuty AIOps, while mean time to acknowledge incidents in retail has improved from 15 minutes to just 1-2 minutes. PagerDuty understands the importance of AIOps for digital business and helps organizations choose the right platform for their specific needs. They provide valuable resources and reports, such as the Gartner Market Guide for AIOps Platforms, to offer insights into the significance of AIOps and how to make informed decisions. In summary, PagerDuty is a trusted and innovative company that empowers organizations to effectively manage their real-time operations and incident response. With their Operations Cloud, businesses can achieve operational excellence, improve efficiency, and mitigate risks, ultimately driving their success in the digital landscape.

Application process

10 min
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