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    Technical Support Engineer II

    🌟 RezScore · Atlanta, GA

    Are you a Technical Support Engineer who shares our values and passion with debugging and resolving customer issues? You will be interacting with our customers on a technical level and serving as an escalation point from Tier 1 Support.



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Technical Support Engineer II

Atlanta
Customer Support – Customer Support
Full Time
 
Together we’re building a company that will endure and products people will love for generations to come. 
 
We believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture. 
 
Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.
 
Solve for what’s next—at PagerDuty.
 
Why We Need You
 
PagerDuty prides itself on providing remarkable, award-winning support to our ever-growing customer base. We strive to go that extra mile for our customers. Are you a Technical Support Engineer who shares our values and passion with debugging and resolving customer issues? You will be interacting with our customers on a technical level and serving as an escalation point from Tier 1 Support. Your responsibilities include providing technical support, debugging integration issues, writing custom scripts and helping customers get the most out of using PagerDuty.
 
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
    • Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
    • Write custom scripts, code samples and integration guides for customer use
    • Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base

Required Skills

    • Excellent written and oral communication skills
    • An excellent work ethic and attention to detail
    • Experience writing code in Ruby, Python, Perl, or other popular programming languages
    • Know your way around Unix systems and tools
    • Willingness to work specific hours to provide SLA time-based coverage to our customers
    • 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 Software or SaaS Solution
    • Experience with RDBMS such as MySQL and PostgreSQL
    • Experience with monitoring systems and other tools that PagerDuty integrates with
We offer:
Competitive salaries and company equity
Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family
401K with 1% match
Pre-tax commuter benefits, FSA, cell phone allowance and more!
Generous parental leave
Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave
Paid employee Volunteer Time - 20 hours per year
Monthly company wide hack days
 

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