Technical Support Engineer II at PagerDuty

San Francisco, California, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Operations, SaaSIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Technical SupportDebuggingTicketing SystemsIntegrationScriptingMonitoring SystemsCustomer ServiceDocumentation

Questions & Answers

Common questions about this position

What is the base salary range for the Technical Support Engineer II position?

The base salary range for this position is 114,000 - 191,000 USD. This role may also be eligible for bonus, commission, equity.

Is this Technical Support Engineer II role remote or does it require office work?

This information is not specified in the job description.

What skills are required for the Technical Support Engineer II role?

Required skills include 2-3 years of experience in Support Engineering or Technical Support, excellent written and oral communication skills, experience writing code in JavaScript, Python, Ruby, Go or similar, Unix systems and command line proficiency, and the ability to write clearly about technical subjects.

What is the company culture like at PagerDuty?

PagerDuty offers a flexible, award-winning workplace where you collaborate with kind and ambitious people to tackle complex problems and build a more equitable world, emphasizing responsive customer service and personal rapport.

What makes a strong candidate for this Technical Support Engineer II role?

Strong candidates have 2-3 years of support engineering experience, coding skills in languages like JavaScript or Python, Unix proficiency, excellent communication, and a passion for debugging customer issues while improving processes.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free