Technical Support Engineer, PagerDuty

PagerDuty

Location:
Australia, Sydney

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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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 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.

Job Responsibility:

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

Requirements:

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 have:

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

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
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