Manager, Support Engineering (Runbook Automation) at PagerDuty

Santiago, Santiago Metropolitan Region, Chile

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Operations, SaaSIndustries

Requirements

Excellent written and verbal communication skills
Hands-on experience in a technical support capacity, supporting customers using on-premise and SaaS solutions
Leadership/management experience within a support or similar environment
Hands-on experience managing customer issues through a ticketing solution (such as Salesforce)
Prior experience taking calls directly from customers in a technical support capacity
Be willing to occasionally alter your schedule to be available for your team as needed
Experience writing code in a popular scripting language such as Ruby, Python, Perl, or others
Experience with RDBMS such as MySQL and PostgreSQL
Know your way around Unix systems and tools
The ability to be highly organized in instructing and advising others while also staying on top of your own work
An excellent work ethic and attention to detail

Responsibilities

Directly manage our team of 10 Support Engineers in Santiago and Lisbon, and provide support to the Support Engineers in Melbourne
Work with your peer managers and the Director of Support Engineering to maintain consistency across all teams with process and quality of Support
Conduct regular 1:1 meetings with all of your direct reports, providing assistance as needed and constructive feedback to help your team be successful
Conduct regular performance reviews of all of your direct reports
Onboard and train new hires, using your team as resources where necessary
Manage Runbook Automation support metrics and workload, including shift schedules to ensure sufficient resources and a high standard of quality
Manage your team’s contributions to our internal support documentation
Recruit and hire top talent as the team and business scale

Skills

Runbook Automation

Technical Support

Team Management

Performance Reviews

Onboarding

Shift Scheduling

Support Metrics

SaaS

Self-Hosted

PagerDuty

Incident management and response platform

About PagerDuty

PagerDuty specializes in incident management and response, providing a platform that helps organizations quickly address IT issues to minimize operational disruptions. The platform integrates with various monitoring tools to detect incidents in real-time, alerting the right personnel for swift action. This process aids in reducing downtime and maintaining service quality across sectors like technology, finance, healthcare, and retail. PagerDuty operates on a subscription-based model, offering different pricing tiers based on user count and feature levels, which ensures a steady revenue stream. The company also provides premium support and professional services, enhancing its offerings. Overall, PagerDuty aims to help organizations efficiently manage and resolve IT incidents, ensuring the reliability of their digital services.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$168.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health, AD&D, Disability, Vision, Life, and Dental Insurance

Paternity and Maternity Leave

Employee Assistance Program

PTO (Vacation / Personal Days)

Sick Time

Remote Work

Adoption Assistance

401(k)

Employee Stock Purchase Program

Flexible Spending Account

Student Loan Repayment Plan

Risks

Emerging AIOps platforms may erode PagerDuty's market share.

Economic downturns could affect subscription renewals and acquisitions.

Reliance on third-party integrations poses risks if partners change APIs.

Differentiation

PagerDuty integrates seamlessly with popular tools like Microsoft Teams and Slack.

Recognized as a leader in GigaOm's 2024 Radar for AIOps.

Subscription-based model ensures steady recurring revenue from diverse industries.

Upsides

Enhanced chat collaboration attracts more enterprise clients relying on Microsoft Teams and Slack.

Strategic focus on public sector and Americas sales expands market reach.

Investments by Intech and Quantbot indicate confidence in growth potential.

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