Technical Support Engineer II at PagerDuty

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businesses.Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible award-winning workplace.Why We Need YouPagerDuty 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 for our Frontline Technical Support team. Your responsibilities include providing technical support debugging integration issues writing custom scripts and helping customers get the most out of using PagerDuty.How do you measure success We measure our teams success in terms of how responsive we are and how many expressions of love we get from customers. You will play a crucial role in maintaining our friendly and personal rapport with our customers even while the company scales in size.Key ResponsibilitiesProvide excellent customer service and product support to PagerDuty customersIdentify and resolve customer issues taking escalations from Frontline Technical SupportSuccessfully debug and resolve customer email and screenshare requests through the use of varied ticketing content and task management toolsSet up monitoring systems integrating them with PagerDuty and documenting the whole processWrite custom scripts code samples and integration guides for customer useAdding your own suggestions and efficiencies to improve our documentation processes and knowledge baseRequired Skills2-3 years previous experience in Support Engineering or Technical Support for a highly technical product or applicationExcellent written and oral communication skillsAn excellent work ethic and attention to detailExperience writing code in JavaScript Python Ruby Go or other popular programming languagesKnow your way around Unix systems and command line toolsWillingness to work specific hours to provide SLA time-based coverage to our customersThe ability to write about technical subjects clearly and in an engaging styleNice to HavesExperience contributing to support tooling documentation or process improvement initiativesExperience with RDBMS such as MySQL and PostgreSQLExperience with monitoring systems and other tools that PagerDuty integrates withExperience troubleshooting containerized or IaC environments (e.g. Terraform Kubernetes)The base salary range for this position is 114000 - 191000 USD. This role may also be eligible for bonus commission equity and/or benefits.Our base salary ranges are determined by role level and location. The range which is subject to change based on primary work location reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range we determine pay for an individual based on a number of factors including market location job-related knowledge skills/competencies and experience.Your recruiter can share more about the specific offerings for this role as well as the salary range for your primary work location during the hiring process.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 San Francisco office 2 times per week so you can thrive in your new role and fully embrace being a Dutonian!Hesitant to applyWe encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt the right role or time - sign up for job alerts!Where we workPagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta Lisbon London San Francisco Santiago Sydney Tokyo and Toronto. While we offer flexibility within our established locations we cannot employ candidates residing in:Location restrictions: Australia: Northern Territory Queensland South Australia Tasmania Western AustraliaCanada: Alberta Manitoba Newfoundland Northwest Territories Nunavut PEI Quebec Saskatchewan YukonUnited States: Alaska Hawaii Iowa Louisiana Mississippi Nebraska New Mexico Oklahoma Rhode Island South Dakota West Virginia WyomingCandidates must reside in an eligible location which vary by role.How we workOur 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.People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self Lead the Team Lead the Business and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development career promotion and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities prioritize their efforts and drive engagement and performance.What we offerAs 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 salaryComprehensive benefits packageFlexible work arrangementsCompany equity*ESPP (Employee Stock Purchase Program)*Retirement or pension plan*Generous paid vacation timePaid holidays and sick leaveDutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTOPaid 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 yearCompany-wide hack weeksMental wellness programs*Eligibility may vary by role region and tenureAbout PagerDutyPagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core PagerDuty empowers teams to detect and resolve issues in real time orchestrate complex workflows and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50 as well as approximately two-thirds of the Fortune 100 PagerDuty is essential for delivering always-on digital experiences to modern businessesPagerDuty 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 InformationPagerDuty 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. Your privacy is important to us. By submitting an application you confirm that you have read and understand PagerDutys .PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation please email and we will work with you to meet your accessibility needs.PagerDuty uses the E-Verify employment verification program. Key Skills Database,Jira,Linux,Bank,Java Employment Type : Full Time Experience: years Vacancy: 1