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Technical Support Engineer

3 months ago

London, United Kingdom PagerDuty Full time

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

Visit our to explore life at PagerDuty, discover opportunities, and sign-up for job alerts

PagerDuty prides itself on providing remarkable, award-winning support to our ever-growing customer base. We strive to go that extra mile for our customers. Are you a Technical Support Engineer who shares our values and passion with debugging and resolving customer issues? You will be interacting with our customers on a technical level and serving as an escalation point from our Technical Support Specialist. Your 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.

Key Responsibilities

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 and phone 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

Basic Qualifications

Basic understanding of how to interact with APIsExperience writing code in Ruby, Python, Perl, or other popular programming languages
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 in a technical or product support capacity while supporting customers in the use of Software or SaaS SolutionExcellent written and oral communication skills
An excellent work ethic and attention to detail

Preferred Qualifications

Know your way around Unix systems and toolsExperience with monitoring systems and other tools that PagerDuty integrates with PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our London office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian