Technical Support Specialist II

hace 4 semanas

Santiago, Chile PagerDuty A tiempo completo

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

PagerDuty is looking for Technical Support professionals with 2 to 5 years of experience to help resolve our customers’ technical challenges. Your responsibilities will span technical support on our portfolio of products, 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. 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.

Key Responsibilities
  • Provide excellent customer service and product support to PagerDuty customers.
  • Take all first-line calls from customers and identify, classify, and troubleshoot issues reported.
  • Successfully resolve 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 or Subject Matter Experts.
  • Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions.
  • 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.
  • Lead 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.
  • Set up monitoring systems, integrating them with PagerDuty and documenting the whole process.
  • 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 tools, and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day.
Technical Skills necessary
  • Know basic concepts of REST API, ideally having worked with Postman.
  • Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure).
  • Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations.
  • Understanding of authentication and security processes.
  • Knowledge of enterprise communication implementations (Slack, MS Teams, etc.).
  • 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 Enterprise Software and SaaS solutions.
  • Proficient command of spoken and written English is required.
Other Skills
  • Excellent written communication, work ethic, and attention to detail.
  • Excellent customer service skills and understanding of customer communication.
  • Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products.
  • Excellent investigation skills, and interest in solving unique issues from complex 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.

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

Apply anyway We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds.

What we offer
  • Comprehensive benefits package from day one.
  • Generous paid vacation time.
  • Paid holidays and sick leave.
  • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO.
  • Company equity*
  • ESPP (Employee Stock Purchase Program)*.
  • Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent.
  • Paid volunteer time off - 20 hours per year.
  • Mental wellness programs.

*Eligibility may vary by role, region, and tenure.

About PagerDuty

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

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

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