Customer Success EngineerNew

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty, youll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

We are seeking a Customer Success Engineer (CSE) to work alongside Customer Success Managers (CSM) to understand customer requirements and drive all technical aspects of the post-sales engagement with customers. As a CSE, you will play a key part in guiding PagerDutys customers toward the successful adoption of our platform. Its a highly technical role that also requires customer-facing skills. You will be part of an overall customer account team helping customers along their journey, ensuring they continue to realize the value of PagerDuty. You are going to be dealing with technical users and complex issues, but youre also tasked with creating excitement and loyalty in the customers you interact with. This is an ideal role for engineers looking to move into a customer-facing role.

The ideal candidate will have in-depth knowledge of common monitoring tools and practices, technical aptitude in automation, SaaS & cloud technologies, operations & infrastructure setup, as well as experience interfacing with highly technical customers. The successful candidate for this job will have a strong analytical mind frame, a thirst for learning new things, is genuinely interested in technology, and a strong self-starting, proactive mentality.

Job Responsibilities

• Serve as the primary technical advisor to customers for all things digital operations, with deep expertise in the PagerDuty Operations Cloud and its role within the broader digital operations landscape.
• Lead discovery sessions to assess and analyze inefficiencies in customer tooling, processes, and operations—both within and beyond PagerDuty.
• Advise on optimal solutions for streamlining and improving tooling, automation, processes, and operations in PagerDuty.
• Develop custom PagerDuty architectural and integration designs that support customers business and technology initiatives while taking into account complexities and customizations in the customer environments.
• Consult on designs of custom integrations using product, API, and best practice knowledge.
• Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices.
• Own and increase product adoption metrics across multiple customers simultaneously.
• Collaborate with Customer Success Managers as the primary technical contact in supporting large-scale onboarding and general customer lifecycle initiatives.
• Collect and organize feature requests and prioritize them with product owners, while balancing PagerDutys desire to move customers along our product roadmap. Provide insight to the customer regarding our product roadmap and how the new features can be applied to their business.
• Create automations that can be used to accelerate repetitive tasks, both specifically for customers as well as for a central repository of tools for wider usage.
• Interface with multiple internal stakeholders, such as product, sales, professional services, and engineering.

Requirement Qualifications & Skills

• 5+ years of similar experience in software/technology.
• Experience implementing new systems, integrations, and processes at scale.
• Knack for grasping technical concepts quickly.
• Curious and eye for technical details: you dont like not knowing something and are willing to go the extra mile to educate yourself and full-proof your product knowledge.
• Well organized and have the ability to keep track of and balance several customer engagements at the same time.
• Team player that works across multiple teams and departments.
• Ability to work in a fast-paced, changing product and environment.
• Enthusiasm for tackling complex challenges with tactical solutions.
• Analytical, problem-solving, and risk assessment skills.
• Strong verbal and written communication skills.
• Ability to travel to customer sites as necessary.
• You know and understand our space or youre already a fan of our products!
• This role requires working in Central Time (CT).

Preferred Qualifications & Skills

• Solid scripting abilities (Python, Java, JavaScript, Ruby, Powershell, etc.)
• Working knowledge of SQL, computer networking, Linux, REST APIs, and command-line interfaces (CLIs).
• Experience with cloud products (SaaS, PaaS, and/or IaaS).
• Proficiency with popular monitoring platforms (New Relic, Nagios, Datadog, Splunk, etc.) and ITSM tools (ServiceNow, BMC Remedy, Jira, etc.)
• Familiarity with Automation, CI/CD, DevOps, and Site Reliability Engineering (SRE) processes and tools (Ansible, Chef, Puppet, Rundeck, Jenkins, Git, etc.)
• Knowledge of SSH and WinRM remote authentication protocols.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Santiago office once a week, so you can thrive in your new role and fully embrace being a Dutonian!

Hesitant to apply?

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step, we look forward to reviewing your application. If this just isnt the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western AustraliaCanada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, YukonUnited States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, WyomingCandidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

• 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

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

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 on our careers site and @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 *************@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.