PagerDuty is hiring a
Technical Support Engineer I

Summary

The job is for a Technical Support Engineer at PagerDuty's London office. Responsibilities include providing technical support, debugging integration issues, and writing custom scripts. Basic qualifications include excellent communication skills, experience in programming languages, Unix systems, and technical or product support. Preferred qualifications include experience with RDBMS and monitoring systems.

Requirements

• Excellent written and oral communication skills
• An excellent work ethic and attention to detail
• Experience writing code in Ruby, Python, Perl, or other popular programming languages
• Know your way around Unix systems and tools
• 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 in a technical or product support capacity while supporting customers in the use of Software or SaaS Solution

Responsibilities

• 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 and phone requests through the use of varied ticketing, content and task management tools
• Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
• Write custom scripts, code samples and integration guides for customer use
• Add your own suggestions and efficiencies to improve our documentation, processes, and knowledge base

Preferred Qualifications

• Experience with RDBMS such as MySQL and PostgreSQL
• Experience with monitoring systems and other tools that PagerDuty integrates with

Benefits

• Competitive salary and company equity
• Comprehensive benefits package from day one
• Flexible work arrangements
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs