Manager of Runbook Automation Support, PagerDuty

PagerDuty

Location:
Chile, Santiago

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

PagerDuty is looking for a Manager of Runbook Automation Support, reporting directly to the Director of Customer Support Engineering and overseeing our team of Runbook Automation Technical Support Engineers. Our Technical Support Engineers help our customers with technical issues about our Runbook Automation SaaS and Self-Hosted products. Your responsibilities will include managing a distributed team across our offices while working closely with leadership and your peers to maintain a high standard of customer support across our global offices.

Job Responsibility:

Directly manage our team of 10 Support Engineers in Santiago and Lisbon, and provide support to the Support Engineers in Melbourne
Work with your peer managers and the Director of Support Engineering to maintain consistency across all teams with process and quality of Support
Conduct regular 1:1 meetings with all of your direct reports, providing assistance as needed and constructive feedback to help your team be successful
Conduct regular performance reviews of all of your direct reports
Onboard and train new hires, using your team as resources where necessary
Manage Runbook Automation support metrics and workload, including shift schedules to ensure sufficient resources and a high standard of quality
Manage your team's contributions to our internal support documentation
Recruit and hire top talent as the team and business scale

Requirements:

Excellent written and verbal communication skills
Hands-on experience in a technical support capacity, supporting customers using on-premise and SaaS solutions
Leadership/management experience within a support or similar environment
Hands on experience managing customer issues through a ticketing solution (such as Salesforce)
Prior experience taking calls directly from customers in a technical support capacity
Be willing to occasionally alter your schedule to be available for your team as needed
Experience writing code in a popular scripting language such as Ruby, Python, Perl, or others
Experience with RDBMS such as MySQL and PostgreSQL
Know your way around Unix systems and tools
The ability to be highly organized in instructing and advising others while also staying on top of your own work
An excellent work ethic and attention to detail

Nice to have:

Experience working with tools that integrate with PagerDuty, such as Nagios, Zenoss, Zabbix and ServiceNow
Experience working closely with team members in a different time zone
Experiencing collaborating with engineering teams on bug tickets and fixes

What we offer:

Comprehensive benefits package
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
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:
November 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Manager of Runbook Automation Support