Technical Support Engineer II

PagerDuty, Inc.; Toronto; Hybrid; CAD 98,000 - 138,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their dynamic team in Toronto. In this role, you will provide exceptional support to a diverse customer base, tackling complex technical issues and ensuring seamless integration with their systems. You'll collaborate with a passionate team, utilizing your coding skills in Ruby, Python, or Javascript to resolve customer queries and enhance their experience. This position offers the opportunity to work in a flexible, award-winning environment, where your contributions will significantly impact customer satisfaction and operational efficiency. If you thrive in a collaborative setting and are eager to make a difference, this role is for you.

Qualifications

• Strong communication skills and attention to detail are essential.
• Experience with coding in Ruby, Python, or Javascript is required.
• Ability to troubleshoot and support SaaS customers effectively.

Responsibilities

• Provide excellent customer service and technical support to clients.
• Debug and resolve customer issues, escalating when necessary.
• Write custom scripts and integration guides for customer use.

Skills

Excellent written and oral communication skills

Attention to detail

Ruby programming

Python programming

Javascript programming

SQL queries

API interaction

Command line usage

SaaS customer support

Tools

Postman

Ticketing systems

Content management tools

Task management tools

Job description

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Why We Need You:

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 requests through the use of varied ticketing, content, and task management tools, scheduling and attending video conference troubleshooting sessions when appropriate
• 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
• Respond to Major Incidents as the Customer Liaison

Required Skills:

• Excellent written and oral communication skills
• An excellent work ethic and attention to detail
• Experience reading and writing code in Ruby, Python, Javascript, or other popular programming languages
• Experience writing SQL queries
• Experience interacting with APIs with code and tools like Postman
• Basic knowledge of working from the command line
• 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 supporting SaaS customers with troubleshooting in a related role

Nice to Haves:

• Experience writing in Python
• Experience with monitoring systems and other tools that PagerDuty integrates with
• Know your way around Unix systems and tools

The base salary range for this position is 98,000 - 138,000 CAD. 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.

This role is expected to come into our Toronto office 1 time per month, so you can thrive in your new role and fully embrace being a Dutonian!

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application.

Additional Information

PagerDuty 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 [e-mail] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.