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Technical Support Specialist Ii
hace 4 meses
**Technical Support Specialist II**
PagerDuty is looking for Technical Support professionals to help resolve our customers' technical challenges. Your responsibilities will span technical support on our portfolio of products as we build our operations cloud, 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. We measure our customer support success in terms of effort and customer satisfaction. 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.
This is an excellent opportunity for an upbeat, technically curious, motivated, and organized individual to kick off with a fast-growing organization.
**How You Impact Our Vision**
- Provide excellent customer service and product support to PagerDuty customers
- Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
- Identify the root cause, understand customers' needs, and set expectations accordingly.
- Escalate issues that require involvement from Engineers, Tier2, 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.
**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)
- Hands-on product technical support experience with Enterprise Software and SaaS solutions
- **All communications internally and to our customers are in English. Proficient command of spoken and written English is required.**
**Time zone**:
They work with the time zone of : America/Los_Angeles
In the autumn-winter seasons in Chile we have 3 hours difference, in the spring-summer seasons we have 5 hours difference.
**Shifts**:
Autumn-Winter day from 11:00 am to 20:00 pm or 12:00 pm to 21:00 pm. Chilean Time
Spring-Summer: from 13:00 pm to 23:00 pm or from 14:00 pm to 00:00 am. Chilean Time
**Work specific hours to provide SLA time-based coverage to our premium customers (for example 8 am - 5 pm, 9 am - 6 pm)**
- 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 and enjoy the challenge of solving unique set issues that may arise in customer environments.
- The enthusiasm and perseverance to drive customer issues to resolution.
**Not sure if you qualify?**
**Where we work**
PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Sydney, Tokyo, and Toronto, with remote opportunities in those cities and Chile. We offer a hybrid, flexible workplace, while also providing ample opportunities for in-person and virtual connection with your fellow Dutonians.
**How we work**
Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
- Champion the Customer | Put users first to design great products and experiences.
- Run Together | Build strong teams that amplify our impact on users.
- Take the Lead | Disrupt and invent to be the first choice for users.
- Ack + Own | Take ownership and action to deliver more efficiently to users.
- Bring Your Self | Bring your best self to build empathy and trust with users.
**What we offer**
**One way we ensure our employees are inspired to do their best is through a comprehensive total rewards app
