Technical Support Engineer I

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud. Visit our  careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts! 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 Not sure if you qualify? Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you. Where we work PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events. How we work Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture. Champion the Customer | Put users first to design great products and experiences. Run Together | Build strong teams that amplify our impact on users. Take the Lead | Disrupt and invent to be the first choice for users. Ack + Own | Take ownership and action to deliver more efficiently to users.  Bring Your Self | Bring your best self to build empathy and trust with users. What we offer One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.  Your package may include: 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 About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more. Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time. PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.  Go behind-the-scenes @pagerduty on Instagram. Additional Information PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.