Technical Support Specialist II

PagerDuty is looking for Technical Support professionals with 2 to 5 years of experience, to help resolve our customers’ technical challenges. Your responsibilities will span technical support on our portfolio of products as we build our operations cloud, interaction with our engineering and Customer Success organizations, and occasional sales inquiries. We pride ourselves in providing amazing support to our rapidly growing customer base. 

We strive to improve our customers’ experience by delivering best-in-class service. We measure our customer support success in terms of effort and customer satisfaction. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers while keeping full accountability for the resolution of their technical challenges.

This is an excellent opportunity for an upbeat, technically curious, motivated, and organized individual to kick off with a fast-growing organization. 

Key Responsibilities 

• Provide excellent customer service and product support to PagerDuty customers
• Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
• Successfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management tools
• Identify the root cause, understand customers' needs, and set expectations accordingly. 
• Escalate issues that require involvement from Engineers, Tier2, or Subject Matter Experts
• Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions
• Perform administrative tasks required within the Support Delivery area (reporting of hours, preparation of effort estimates, etc.).
• Attend and actively participate in the activities and meetings of your work team, providing feedback that promotes continuous improvement.
• Lead tickets from high-priority customers on an on-call basis
• Provide solutions to Enterprise customer's issues through support cases and screen-sharing meetings
• Find, reproduce and report bugs to the development team
• Set up monitoring systems, integrating them with PagerDuty and documenting the whole process

• Develop projects assigned by the direct manager within the written agreed deadlines.
• Register and stay connected, throughout the corresponding work shift or work day, to the corporate communication tool.
• Respond on time to phone calls via corporate communication tools, and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day.

Technical Skills necessary

• Know basic concepts of REST API, ideally having worked with Postman
• Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
• Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
• Understanding of authentication and security processes
• Knowledge of enterprise communication implementations (slack, ms teams, etc)
• Experience resolving customer issues using multiple tools, including ticketing solutions (such as Salesforce, Jira) and phone, chat and email.
• Hands-on product technical support experience with Enterprise Software and SaaS solutions
• All communications internally and to our customers are in English. Proficient command of spoken and written English is required
• with 2 to 5 years of experience in the above mentioned functions.

Other Skills

• Excellent written communication, work ethic, and attention to detail
• Excellent customer service skills and understanding of customer communication
• Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products
• Excellent investigation skills, and interest in solving unique issues from complex customer environments.
• The ability to write about technical subjects in a clear and concise style
• The enthusiasm and perseverance to drive customer issues to resolution
• Fluent English

Time zone:

This position is required to work in alignment with the US Pacific Time Zone 

April - September Chile Work Hours: 12:00 pm to 9:00 pm 

October - March Chile Work Hours: 2:00 pm to 11:00 pm 

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 Santiago office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!