Technical Support Specialist II, PagerDuty

PagerDuty

Location:
Chile, Santiago

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

PagerDuty is looking for Technical Support professionals with 2 to 5 years of experience, to help resolve our customers’ technical challenges. Your responsibilities will span technical support on our portfolio of products as we build our operations cloud, interactions with our engineering and Customer Success organizations, and occasional sales inquiries. We pride ourselves in providing amazing support to our rapidly growing customer base.

Job Responsibility:

Provide excellent customer service and product support to PagerDuty customers
Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
Successfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management tools
Identify the root cause, understand customers' needs, and set expectations accordingly
Escalate issues that require involvement from Support Engineers, Product Engineers, paor Subject Matter Experts
Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions
Perform administrative tasks required within the Support Delivery area (reporting of hours, preparation of effort estimates, etc.)
Attend and actively participate in the activities and meetings of your work team, providing feedback that promotes continuous improvement
Lead tickets from high-priority customers on an on-call basis
Provide solutions to Enterprise customer's issues through support cases and screen-sharing meetings
Find, reproduce and report bugs to the development team
Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
Develop projects assigned by the direct manager within the written agreed deadlines
Register and stay connected, throughout the corresponding work shift or work day, to the corporate communication tool
Respond on time to phone calls via corporate communication tools, and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day

Requirements:

Know basic concepts of REST API, ideally having worked with Postman
Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
Understanding of authentication and security processes
Knowledge of enterprise communication implementations (slack, ms teams, etc)
Experience resolving customer issues using multiple tools, including ticketing solutions (such as Salesforce, Jira) and phone, chat and email
Hands-on product technical support experience with Enterprise Software and SaaS solutions
All communications internally and to our customers are in English. Proficient command of spoken and written English is required
with 2 to 5 years of experience in the above mentioned functions

Nice to have:

Excellent written communication, work ethic, and attention to detail
Excellent customer service skills and understanding of customer communication
Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products
Excellent investigation skills, and interest in solving unique issues from complex customer environments
Ability to write about technical subjects in a clear and concise style
Enthusiasm and perseverance to drive customer issues to resolution
Fluent English
Available to cover the shift from 8 am to 5 pm fall/winter- 10 am to 7 pm during spring/summer Chile time

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:
June 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Support Specialist II