Technical Account Manager

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

Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts

The PagerDuty Professional Services team is focused on enabling customers to effectively leverage the PagerDuty platform to achieve their business goals. We partner with our customers to provide large scale onboarding; custom integrations, service modeling, and provision users, teams, services, schedules, and escalation policies.

The Technical Account Manager is the primary technical advisor to assigned customers for all things Digital Operations. The role is a revenue-generating position that is part of the Professional Services team. They possess a deep understanding of the PagerDuty platform as a technical solution and how it fits within the larger Digital Operations workspace.

**Responsibilities**:

- Lead discovery sessions with large, enterprise customers to assess and analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty
- Develop custom PagerDuty architectural and integration designs that support customers’ business and technology initiatives while taking into account complexities and customizations in large, enterprise customer environments
- Translate architectural and integration designs into strategic implementation project plans and assist in the execution of defined project plans
- Consult on designs of custom integrations using the product, API, and best practice knowledge
- Answer and triage technical questions as a customer’s primary technical point of contact
- Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices
- Own and increase product adoption metrics across multiple enterprise customers at the same time
- Collaborate with Customer Success Managers as the assigned primary technical contact in supporting large-scale onboardings and general customer lifecycle initiatives
- Collect and organize feature requests and prioritize them with product owners, while balancing PagerDuty’s desire to move customers along our product roadmap. Provide insight to the customer regarding our product roadmap and how the new features can be applied to their business.
- Create automation that can be used to accelerate repetitive tasks, both specifically for customers as well as for a central repository of tools for wider usage.

**Technical Skills necessary**
- Experience with Jira, ServiceNow, Salesforce, Confluence, and similar platforms for tracking issues and managing projects.
- 5+ years of experience in a Technical Account Manager or similar customer-facing technical role.
- 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 enthusiasm and perseverance to drive customer issues to resolution
- Fluent English

**Time zone: 7am - 4pm ET**

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 Santiago office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian

**Not sure if you qualify?**

**Where we work**

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

**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 approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-sp