Technical Support Engineer II, PagerDuty

PagerDuty

Location:
Canada, Toronto

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

98000.00 - 149000.00 CAD / Year

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Job Description:

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 Technical 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 and serving as an escalation point from our Technical Support Specialist. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty. Our Support Engineers are also involved in our Major Incident process, with occasional weekends on-call.

Job Responsibility:

Provide excellent customer service and product support to PagerDuty customers
Identify and resolve customer issues, taking escalations from our Technical Support Specialists
Successfully debug and resolve customer email requests through the use of varied ticketing, content, and task management tools, scheduling and attending video conference troubleshooting sessions when appropriate
Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
Write custom scripts, code samples and integration guides for customer use
Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
Respond to Major Incidents as the Customer Liaison

Requirements:

Excellent written and oral communication skills
An excellent work ethic and attention to detail
Experience reading and writing code in Ruby, Python, Javascript, or other popular programming languages
Experience writing SQL queries
Experience interacting with APIs with code and tools like Postman
Basic knowledge of working from the command line
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
Hands-on experience supporting SaaS customers with troubleshooting in a related role

Nice to have:

Experience writing in Python
Experience with monitoring systems and other tools that PagerDuty integrates with
Know your way around Unix systems and tools

What we offer:

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

Additional Information:

Job Posted:
April 24, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Support Engineer II