Technical Support Specialist II

Join PagerDuty as a Technical Support Specialist II to help resolve customer technical challenges, provide excellent customer service, and collaborate with engineering and Customer Success organizations.

Requirements

• 2 to 5 years of experience in technical support, customer service, or related functions
• Basic concepts of REST API and cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
• Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
• 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
• 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
• The ability to write about technical subjects in a clear and concise style
• The enthusiasm and perseverance to drive customer issues to resolution
• Fluent English
• Availability to go to the office once a week
• Time zone alignment with the US Pacific Time Zone

Benefits

• 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