Technical Support Specialist

**We are **interviewing** and onboarding 100% virtually at this time. PagerDuty is focused on inclusion and employee well-being by building a culture that isn't location specific and gives equal opportunity to everyone—regardless of where you are working. Unless your job requirements make it necessary to be in a company office, you may choose to work **in-office, remotely, or hybrid**.**

**Multi Product Technical Support Specialist - Job Description**

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
- Taking all first-line calls from customers and identifying, classifying and, troubleshooting 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
- Improving our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions and efficiencies
- 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.
- Leading 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
- Act as the customer liaison during impacting platform incidents, ensuring our communication to our customers and internal stakeholders is crisp and accurate
- Set up monitoring systems, integrating them with PagerDuty and documenting the whole

Process
- Write custom scripts, code samples and integration guides for customer use
- 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**

We expect you to be an avid user of Linux Operating Systems preferably with a system administrator profile, as well as with Microsoft Windows environments in their Server versions that you are comfortable with the handling of file exchange protocols (SFTP, SSH, FTP, NFS, SAMBA) for both O. S including, know fundamental aspects of the operation of communications encryption protocols (SSL, TLS), you understand the operation of authentication systems such as LDAP or AD, you are familiar with simple text format for data exchange as JSON, XML and YAML, you have the ability to automate basic processes using Bash or PowerShell scripting, you must know basic concepts of API Rest being desirable the management of Postman, understand and manage with an initial scope of cloud computing infrastructure (AWS, GCloud and Azure).

Hands-on product technical support experience with both on-prem Enterprise Software and SaaS solutions

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 skills.

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?**:
**PagerDuty Offers**:
**We are dedicated to providing a culture where our people are happy, enabled and inspired to do their best. One of the ways we do this is by developing a comprehensive total rewards approach that supports employees and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.**

**Your package may include**:

- Competitive salary and company equity
- Comprehensive benefits package from day one
- ESPP (Employee Stock Purchase Program)
- Retirement