Technical Support Engineer I

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts!Why We Need YouPagerDuty 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 ResponsibilitiesProvide excellent customer service and product support to PagerDuty customersIdentify and resolve customer issues, taking escalations from our Technical Support SpecialistsSuccessfully debug and resolve customer email and phone requests through the use of varied ticketing, content and task management toolsSet up monitoring systems, integrating them with PagerDuty and documenting the whole processWrite custom scripts, code samples and integration guides for customer useAdding your own suggestions and efficiencies to improve our documentation, processes, and knowledge baseRequired SkillsExcellent written and oral communication skillsAn excellent work ethic and attention to detailExperience writing code in Ruby, Python, Perl, or other popular programming languagesKnow your way around Unix systems and toolsWillingness to work specific hours to provide SLA time-based coverage to our customersThe ability to write about technical subjects clearly and in an engaging styleHands-on experience in a technical or product support capacity while supporting customers in the use of Software or SaaS SolutionNice to HavesExperience with RDBMS such as MySQL and PostgreSQLExperience with monitoring systems and other tools that PagerDuty integrates withAvailability to work with Hybrid systemAtlanta LocationThe base salary range for this position is 100,000 - 156,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.Not sure if you qualify?Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.Where we workPagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.How we workOur values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.• Champion the Customer | Put users first to design great products and experiences.• Run Together | Build strong teams that amplify our impact on users.• Take the Lead | Disrupt and invent to be the first choice for users.• Ack + Own | Take ownership and action to deliver more efficiently to users.• Bring Your Self | Bring your best self to build empathy and trust with users.What we offerOne way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.Your package may include:• Competitive salary• Comprehensive benefits package from day one• Flexible work arrangements• Generous paid vacation time• Paid holidays and sick leave• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO• Company equity*• ESPP (Employee Stock Purchase Program)*• Retirement or pension plan*• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge• Paid volunteer time off - 20 hours per year• Company-wide hack weeks• Mental wellness programs• Eligibility may vary by role, region, and tenureAbout PagerDutyPagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.Go behind-the-scenes on our careers site and @pagerduty on Instagram.Additional InformationPagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.PagerDuty uses the E-Verify employment verification program.