Technical Support Engineer I

Overview of the Role

PagerDuty prides itself on providing remarkable, award-winning support to our ever-growing customer base. We strive to go the extra mile for our customers. Are you a Technical Support Engineer who shares our values and passion for debugging and resolving customer issues? You will interact with our customers on a technical level and serve as an escalation point from Tier 1 Support. Your responsibilities include providing technical support and operational guidance, troubleshooting Process Automation issues in Unix/Linux and Windows platforms, reviewing service and application logs, and helping customers get the most out of PagerDuty offerings.

How do you measure success? We measure our team's success in terms of how responsive we are and how many expressions of love we get from customers. You will play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.

Key Responsibilities

• Provide excellent customer service and product support to PagerDuty customers

• Identify and resolve customer issues, taking escalations from Tier 1 Support

• Successfully debug and resolve customer email and phone requests through the use of varied ticketing, content, and task management tools

• Connecting with customers in live troubleshooting sessions via Zoom Sessions

• Set up test environments for replicating issues with PagerDuty Products in local and cloud environments

• Collaborate with cross-functional teams, including engineering and product management to escalate and resolve complex technical issues

• Write custom scripts, code samples, and KB documentation for new issues

• Participate in occasional weekends and holiday on-call roster

Required Skills

• Excellent written and oral communication skills

• An excellent work ethic and attention to detail, with a curiosity and customer-centric approach.

• Strong technical aptitude and problem-solving skills, with the ability to diagnose and troubleshoot complex technical issues

• Experience with support ticketing systems such as Salesforce, Zendesk, or ServiceNow.

• Experience writing scripts in Bash and Python, and familiarity with basic Java code.

• Strong understanding of installation and configuration of Java-based web applications on Linux (Redhat/Centos or Debian Ubuntu) and Windows, including JVM parameters and tuning.

• Experience troubleshooting back-end database connections and basic understanding of Database Administration for Postgres, MySQL, Oracle, or MSSQL Server.

• Familiarity with configuring and troubleshooting authentication with LDAP or Active Directory, and understanding of SSO (Okta, Ping).

• Experience with Vsphere, Azure, Google Cloud or AWS cloud.

• Basic understanding of Networking concepts, DNS, route tracing, and Load Balancing.

• Experience troubleshooting connections to remote systems using SSH and Winrm

• Willingness to work specific hours to provide SLA time-based coverage to our customers 

  • 4:00 am to 12:30 pm UTC during Chile DST. (3:00 pm to 11:30 pm Sydney).

  • 5:00 am to 1:30 pm UTC during Chile STD. (2:00 pm to 10:30 pm Sydney).

• The ability to write about technical subjects clearly and in an engaging style

Nice to Haves

• Hands-on experience in a technical or product support capacity while supporting customers in the use of a Java-based web application or SaaS Solution.

• Basic knowledge of setting up SSL and TLS between a Java web application and other components, such as AD, database, etc.

• Experience with Provisioning or Orchestration tools such as Ansible, Terraform or Jenkins.

• Experience with Containerized solutions such as Docker and Kubernetes.

• Experience with Vsphere, Azure, Google Cloud or AWS.

Shifts: 

• For AEDT : From 3:00 PM  to 11:30 PM . 

• During AEST :From 2:00 PM to 10:30 PM. 

• Location Sydney