Technical Support Engineer II

As a Technical Support Engineer II at PagerDuty, Inc., you will be responsible for providing technical support to our customers, assisting in debugging integration issues, and serving as an escalation point for junior support staff. You’ll also engage in major incidents, help write custom scripts, set up monitoring systems, and document processes to enhance service delivery.

To be considered for the Technical Support Engineer II role at PagerDuty, candidates should possess excellent written and verbal communication skills, have experience with programming languages such as Ruby, Python, or JavaScript, along with the ability to debug and resolve technical issues. Familiarity with APIs and SQL queries is also highly desirable.

PagerDuty emphasizes remarkable customer support, aiming to offer unparalleled assistance through dedicated interaction. As a Technical Support Engineer II, you will actively engage with clients, resolve technical queries, and ensure customers benefit fully from our management tools, all while maintaining a friendly rapport.

Beneficial skills for the Technical Support Engineer II role at PagerDuty include expertise in coding with Ruby or Python, strong problem-solving abilities, experience with monitoring systems, and familiarity with Unix commands. Being detail-oriented and possessing a solid work ethic will greatly enhance your effectiveness in this position.

Yes, PagerDuty promotes a hybrid, flexible work environment for the Technical Support Engineer II position, allowing employees to balance their professional and personal lives while contributing effectively to the team's goals.

When answering this question, highlight specific examples where you've successfully debugged issues in previous roles. Discuss the tools and methodologies used and emphasize your problem-solving approach while relating it to potential tasks at PagerDuty.

Answer by explaining your time-management strategies and prioritization methods. Mention any frameworks or tools you use to handle requests effectively and ensure quick resolutions, showcasing your ability to multitask in a fast-paced environment.

Discuss your coding experience, focusing on relevant languages like Ruby, Python, or JavaScript. Provide examples of how you’ve used coding skills to create scripts or solve customer issues, demonstrating your technical aptitude for the Technical Support Engineer II role.

Share a detailed story about a challenging situation, emphasizing your critical thinking and communication skills. Highlight your approach to understanding the customer’s issue and the steps taken to resolve it, illustrating your dedication to exceptional support.

Mention any ticketing systems or tools you have experience with, such as Zendesk or Jira. Describe how you used these tools to track issues, maintain documentation, and enhance customer interactions, pointing towards your efficiency in providing support.

Speak about the resources you utilize, such as online courses, webinars, industry blogs, or conference attendance. Emphasize your commitment to continuous learning, showing that you are proactive in keeping your skills relevant, especially in a technology-centric role like at PagerDuty.

Discuss specific APIs you've worked with and detail how you interacted with them, whether for integrations or support issues. Mention tools like Postman and how understanding APIs is crucial for the Technical Support Engineer II position at PagerDuty.

Illustrate your calmness under pressure by sharing tactics you use, like structured problem-solving and maintaining clear communication. Reiterate the importance of teamwork and support in resolving major incidents effectively.

Outline your understanding of key customer service principles such as empathy, quick response times, and active listening. Align these best practices with PagerDuty's mission to provide exceptional support, demonstrating your fit for the role.

Emphasize clarity and user-friendliness when discussing your approach to writing documentation. Mention any experience in creating guides or technical content and how this supports users in fully realizing the benefits of PagerDuty's tools and services.