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Manager of Runbook Automation Support

https://www.pagerduty.com Logo

PagerDuty

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Location:
Chile , Santiago

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Category:
IT - Administration

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Contract Type:
Not provided

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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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