Technical Support Specialist

Why We Need You

PagerDuty is looking for technical support professionals to help our users when they contact customer support. Your responsibilities will include technical support, billing, and occasional sales inquiries. We pride ourselves in providing amazing support to our rapidly growing customer base and strive to go above and beyond for our customers. We measure our team's success in terms of how responsive we are and how many expressions of love we get from customers. You'll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.

We are looking for candidates to join us in our San Francisco or Toronto office. We can offer a great career path for the ambitious individual who wants to learn and acquire a number of high valued technical skills and work closely with Tier 2 support engineers willing to coach, train and support you in adding technical and coding skills to your skill set.

How You Contribute to Our Vision

  • Taking all first line calls from customers and identifying initial issues
  • Successfully resolving customer email and phone requests through the use of varied ticketing, content and task management tools
  • Identifying and tasking issues which require involvement from Engineers and Tier 2
  • Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
  • Managing some billing and sales related requests

About You

  • Excellent written communication skills
  • Hands on experience managing customer issues through a ticketing solution (such as Zendesk)
  • Hands on experience in a technical support capacity while supporting customers using an Enterprise Software or SaaS Solution
  • Prior experience taking calls directly from customers in a technical support capacity
  • 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
  • The enthusiasm and patience to handle customer support and billing requests over the phone
  • The ability to be highly organized in keeping track of unpaid customer invoices and chasing them down for payment
  • An excellent work ethic and attention to detail

You May Also Have

  • Technical experience with coding, linux, desktop support or HTML

Benefits to Get Excited About

  • Working with a team of deeply passionate and intelligent people
  • Competitive salaries and company equity
  • Comprehensive benefits package, including medical, dental, and vision plan options for you and your spouse/family, 401k, pre-tax commuter benefits, corporate discounts, and more!
  • Generous paid vacation (3 weeks your first year, 4 weeks afterwards), and unlimited sick days (we practice the "no sneezing at work" mantra) in addition to regular holidays
  • Monthly company-wide hack days
  • Catered lunch every day, and delicious breakfast on Wednesday mornings
  • Tea, coffee, soda, kombucha, beer, juice, wine, Scotch -- beverages for every mood
  • Convenient office location in SoMa, easily accessible by BART, Muni, and Caltrain

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 uses the E-Verify employment verification program.

We will consider for employment qualified applicants with arrest and conviction records in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Meet Some of PagerDuty's Employees

Sweta A.

Engineering Manager

Managing three teams of engineers—the Front-End UI Team, the Mobile Team, and the Platform Team—Sweta balances her focus between people management, career growth for her engineers, and advancing business goals.

Mark M.

Strategic Account Manager

Mark works with PagerDuty’s biggest clients around the world—mostly in the U.S. and Canada—and helps them make the most out of PagerDuty’s offerings while also ensuring company-wide standardization.

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