The PagerDuty Professional Services team is focused on enabling customers to effectively leverage the PagerDuty platform to achieve their business goals. We partner with our  customers to provide large scale onboarding; custom integrations, service modeling, and provision users, teams, services, schedules, and escalation policies.

The Technical Account Manager is the primary technical advisor to assigned customers for all things Digital Operations. The role is a revenue-generating position that is part of the Professional Services team. They possess a deep understanding of the PagerDuty platform as a technical solution and how it fits within the larger Digital Operations workspace. 

You will work alongside the Customer Success Management and Professional Services team to understand customers’ business goals and objectives, and translate those goals into clearly defined technical implementation project plans. To do this, you will apply your full breadth of product knowledge to work with customers in designing workflows and integrations that optimizes and modernizes their operations with the latest PagerDuty technology. As a technical expert on the Professional Services team, peers and customers alike will lean on you for strategic technical advice, and you will play a key role in shaping the operations of enterprise companies undergoing large, digital transformation change.

Job Responsibilities

• Lead discovery sessions with large, enterprise customers to assess and analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty
• Apply product knowledge to advise on optimal solutions for streamlining and improving tooling, processes, and operations in PagerDuty
• Develop custom PagerDuty architectural and integration designs that support customers’ business and technology initiatives while taking into account complexities and customizations in large, enterprise customer environments 
• Translate architectural and integration designs into strategic implementation project plans and assist in the execution of defined project plans
• Consult on designs of custom integrations using the product, API, and best practice knowledge
• Answer and triage technical questions as a customer’s primary technical point of contact
• Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices
• Own and increase product adoption metrics across multiple enterprise customers at the same time
• Collaborate with Customer Success Managers as the assigned primary technical contact in supporting large-scale onboardings and general customer lifecycle initiatives
• Collect and organize feature requests and prioritize them with product owners, while balancing PagerDuty’s desire to move customers along our product roadmap. Provide insight to the customer regarding our product roadmap and how the new features can be applied to their business.
• Create automation that can be used to accelerate repetitive tasks, both specifically for customers as well as for a central repository of tools for wider usage.

Technical Skills necessary

• Experience with Jira, ServiceNow, Salesforce, Confluence, and similar platforms for tracking issues and managing projects.
• 5+ years of experience in a Technical Account Manager or similar customer-facing technical role.
• 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: 7am - 4pm ET

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!