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PagerDuty Logo PagerDuty · Customer Service

Technical Support Specialist II

Chile, Santiago · Job Posted June 12, 2025
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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
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