Technical Support Specialist - Tier 1

Multi Product Technical Support Specialist - Job Description 

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

We strive to improve our customers’ experience by delivering best-in-class service. We measure our customer support success in terms of effort and customer satisfaction. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers while keeping full accountability for the resolution of their technical challenges.

This is an excellent opportunity for an upbeat, technically curious, motivated, and organized individual to kick off with a fast-growing organization. 

How You Impact Our Vision

• Provide excellent customer service and product support to PagerDuty customers
• Taking all first-line calls from customers and identifying, classifying and, troubleshooting issues reported
• Successfully resolving 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 Engineers, Tier2, or Subject Matter Experts
• Improving our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions and efficiencies
• 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.
• Leading 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
• 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

• Troubleshooting scripts, code samples and integrations for customers
• 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.

Technical Skills necessary

• You must know basic concepts of API Rest, ideally having worked with Postman
• Understand cloud computing platforms (AWS, GCloud, ServiceNow, Azure).
• An 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.

Work specific hours to provide SLA time-based coverage to our premium customers (for example 8 am - 5 pm, 9 am - 6 pm)

 The candidate is required to work in the following time zones: US East (2 hours apart, 11:00 am to 8:00 pm) or US West (5 hours apart, 2:00 pm Chile to 11:00 pm Chile)

Excellent written communication, work ethic, and attention to detail skills.

Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products and enjoy the challenge of solving unique set issues that may arise in 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.