Technical Support Engineer, PagerDuty

$114-191k

This role may also be eligible for bonus, commission and equity

Kubernetes

JavaScript

Python

Postgres

Ruby

Terraform

MySQL

Unix

Junior and Mid level

San Francisco Bay Area

2+ days a week in office

Digital operations management platform

Be an early applicant

Digital operations management platform

1001+ employees

B2BEnterpriseInternal toolsSaaSDevOpsCloud Computing

Be an early applicant

$114-191k

This role may also be eligible for bonus, commission and equity

Kubernetes

JavaScript

Python

Postgres

Ruby

Terraform

MySQL

Unix

Junior and Mid level

San Francisco Bay Area

2+ days a week in office

1001+ employees

B2BEnterpriseInternal toolsSaaSDevOpsCloud Computing

Company mission

To revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world.

Job

Company

Role

Who you are

Are you a Technical Support Engineer who shares our values and passion with debugging and resolving customer issues?
2-3 years previous experience in Support Engineering or Technical Support for a highly technical product or application
Excellent written and oral communication skills
An excellent work ethic and attention to detail
Experience writing code in JavaScript, Python, Ruby, Go, or other popular programming languages
Know your way around Unix systems and command line tools
Willingness to work specific hours to provide SLA time-based coverage to our customers
The ability to write about technical subjects clearly and in an engaging style
We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application

Desirable

Experience contributing to support tooling, documentation, or process improvement initiatives
Experience with RDBMS such as MySQL and PostgreSQL
Experience with monitoring systems and other tools that PagerDuty integrates with
Experience troubleshooting containerized or IaC environments (e.g., Terraform, Kubernetes)

What the job involves

You will be interacting with our customers on a technical level and serving as an escalation point for our Frontline Technical Support team. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty
How do you measure success? We measure our team's success in terms of how responsive we are and how many expressions of love we get from customers. You will play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size
Provide excellent customer service and product support to PagerDuty customers
Identify and resolve customer issues, taking escalations from Frontline Technical Support
Successfully debug and resolve customer email and screenshare requests through the use of varied ticketing, content and task management tools
Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
Write custom scripts, code samples and integration guides for customer use
Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base

Our take

PagerDuty helps businesses monitor their tech stacks, manage incidents and alert engineers when things go wrong. Serving more than 10,500 enterprises including customers like GE, Capital One, IBM and Spotify, the company has become a key player in the space.

While it’s best known for its alerting capabilities, PagerDuty has expanded well beyond that over the years, though it’s still a core part of its service. For example, the company released AIOps services that aim to help businesses reduce the amount of noisy and unnecessary alerts. All-in-all, PagerDuty has become an essential product for DevOps teams, which has greatly contributed to its success.

In 2022, the company was recognized in the Regional and Global AWS Partner Awards as playing a key role in driving innovation and building solutions for the space. Off the back of post-IPO funding, it has continued to release new features and update its core products, towards proving cutting-edge services into the future.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

39% female employees

7% employee growth in 12 months

Glassdoor (3.9)

Company

Funding (last 2 of 6 rounds)

Sep 2018

$90m

SERIES D

Apr 2017

$43.8m

SERIES C

Total funding: $173.8m

Company benefits

20 hours per year of paid volunteer time
Health insurance
Wellness Days and mid-year Wellness Week: extra time off for whole company to unplug and recharge at the same time
Generous paid parental leave and return to work policy to help with transition back
Generous paid time off
Hands-on career and leadership development programs
Flexible workplace/WFH

Company HQ

SoMa, San Francisco, CA

Leadership

Alex Solomon

(GM (Platform))

Previously an Engineer at Amazon. Was also CEO at PagerDuty for 10 years

Salary benchmarks

We don't have enough data yet to provide salary benchmarks for this role.

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