Technical Support Specialist Ii

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

PagerDuty is looking for Technical Support professionals to help our users when they come in contact with our support team. Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base.

We strive to be very responsive and to go above and beyond for our customers. We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers. You'll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.

This is an excellent opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and well-funded organization.

**Key Responsibilities**
- Taking all first line calls from customers and identifying initial issues
- Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
- Running some billing and sales related requests
- Leading tickets from high priority customers on an on-call basis

**Basic Qualifications**
- Excellent written communication, work ethic and attention to details skills
- Experience handling customer issues through a ticketing solution (such as Zendesk)
- Hands-on experience in a technical customer support capacity, supporting customers using an Enterprise Software or SaaS Solution
- Prior experience taking calls directly from customers in a technical support capacity
- Be willing to work specific hours to provide SLA time-based coverage to our customers (we need to cover the shift from 1 pm - 21 pm Fall Winter and 3 pm to 12 am Spring Summer Chile time).
- The enthusiasm and perseverance to handle customer support and billing requests over the phone
- Fluent English is required
- Availability to work 4 day per month into our Santiago office

**Preferred Qualifications**
- Technical experience with coding, linux, desktop support or HTML

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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

For external applicants, including employee referrals, this role is expected to come into our Santiago office 4 time per month, so they can thrive in their new role and fully embrace being a Dutonian

**Hesitant to apply?**

**Where we work**

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

**How we work**

Our 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.

**What we offer**

As 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 salary
- Comprehensive benefits package from day one
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
- Paid 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 year
- Company-wide hack weeks
- 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, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a