Technical Support Engineer I
Sydney, New South Wales, Australia
Technical Support Engineer I
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 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 for our Runbook Automation products. Your responsibilities include providing technical support, debugging issues, and helping customers get the most out of using PagerDuty Runbook Automation. Our Support Engineers also respond to critical customer issues with occasional weekends on-call.
You will play a crucial role in maintaining our friendly and personal rapport with our customers, as we continue to bring innovation to our products and services.
Key Responsibilities
- Provide excellent customer service and product support to PagerDuty Runbook Automation customers
- Identify and resolve customer issues across varied on-prem, cloud, and hybrid environments
- Successfully debug and resolve customer issues through the use of varied ticketing, content and task management tools
- Gather information to reproduce bugs, and provide engineering with required information to address customer reported bugs
- Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
Required Skills
- Excellent written and oral communication skills
- An excellent work ethic and attention to detail
- Know your way around Unix systems and tools, including Shell scripting
- Experience with RDBMS such as MySQL and PostgreSQL
- Experience interacting with APIs with code and tools like Postman
Experience in one cloud platform (AWS, Azure, etc.)
Experience in Application Support, Professional Services, or a related technical role focused on Enterprise customers - 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
Nice to Haves
- Experience writing code in Ruby, Python, Javascript, or other popular programming languages
- Experience with monitoring systems and other tools that PagerDuty integrates with
Experience with multiple operating systems - Experience with version control systems (e.g., Git) and CI/CD tools
- Expertise in configuration management and infrastructure as code tools, including Ansible and Terraform
Knowledge of the problems faced by DevOps, SRE, and/or NOC teams
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 Sydney office 1 day per week, 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. If this just isn’t the right role or time - sign up for job alerts!
Where we work
PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible environment. We also provide ample opportunities for connection, like team offsites and volunteering events.
How we work
Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
What we offer
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.
Your package may include:
- Competitive salary
- Comprehensive benefits package from day one
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role, region, and tenure
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.
Go behind-the-scenes on our careers site and @pagerduty on Instagram.
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 accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
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