Technical Support Engineer II

Pager; Toronto; Hybrid; CAD 98,000 - 138,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll tackle complex problems and provide exceptional support to customers. In this hybrid role, you'll collaborate with a talented team, debug integration issues, and write custom scripts to enhance customer experiences. With a focus on maintaining strong relationships, you'll play a crucial role in ensuring customer satisfaction while working in a flexible environment. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you!

Benefits

Flexible workplace

Bonus opportunities

Equity options

Comprehensive benefits

Qualifications

• Strong communication skills and attention to detail are essential.
• Experience with APIs and SaaS customer support is highly valued.

Responsibilities

• Provide excellent customer service and technical support.
• Debug integration issues and write custom scripts for customers.
• Respond to Major Incidents as the Customer Liaison.

Skills

Excellent written and oral communication skills

Attention to detail

Experience interacting with APIs

Basic command line knowledge

Technical writing

SaaS customer support experience

Tools

Postman

Ticketing systems

Video conferencing 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 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.

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 Toronto office 1 time per month, so you can thrive in your new role and fully embrace being a Dutonian!

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

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.

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.