Technical Support Engineer I at PagerDuty

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Operations Management, SaaSIndustries

Requirements

Excellent written and oral communication skills
Excellent work ethic and attention to detail
Knowledge of Unix systems and tools, including Shell scripting
Experience with RDBMS such as MySQL and PostgreSQL
Experience interacting with APIs with code and tools like Postman
Experience in one cloud platform (AWS, Azure, etc.)
Experience in Application Support, Professional Services, or a related technical role focused on Enterprise customers
Willingness to work specific hours to provide SLA time-based coverage to customers
Ability to write about technical subjects clearly and in an engaging style

Responsibilities

Provide excellent customer service and product support to PagerDuty Runbook Automation customers
Identify and resolve customer issues across varied on-prem, cloud, and hybrid environments
Successfully debug and resolve customer issues through the use of varied ticketing, content and task management tools
Gather information to reproduce bugs, and provide engineering with required information to address customer reported bugs
Add suggestions and efficiencies to improve documentation, processes, and knowledge base

Skills

Unix

Shell

Technical Support

Debugging

Customer Service

Ticketing Systems

Runbook Automation

On-prem

Cloud

Hybrid Environments

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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