Technical Support Engineer, PagerDuty

• Excellent written and oral communication skills
• An excellent work ethic and attention to detail
• Experience reading and writing code in Ruby, Python, Javascript, or other popular programming languages
• Experience writing SQL queries
• Experience interacting with APIs with code and tools like Postman
• Basic knowledge of working from the command line
• 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
• Hands-on experience supporting SaaS customers with troubleshooting in a related role

Desirable

• You will be interacting with our customers on a technical level and serving as an escalation point from our Technical Support Specialist.
• Our responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty. Our Support Engineers are also involved in our Major Incident process, with occasional weekends on-call
• 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 our Technical Support Specialists
• Successfully debug and resolve customer email requests through the use of varied ticketing, content, and task management tools, scheduling and attending video conference troubleshooting sessions when appropriate
• 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
• Respond to Major Incidents as the Customer Liaison