Customer Success Engineer

at  PagerDuty

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
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If Elon Musk says “we’re going to Mars”, then you’re the strategic technical resource who knows the intricacies of exactly what’s involved with getting there. As the Enterprise Customer Success Engineer, you will be the primary technical point of contact for multiple enterprise customers wanting to take their operations to “Mars”. You will work alongside the Enterprise Customer Success Manager to understand your customers’ business goals and objectives, and translate those goals into clearly defined technical implementation project plans. To do this, you will apply your full breadth of product knowledge to work with customers in designing workflows and integrations that optimizes and modernizes their operations with the latest PagerDuty technology. As the technical expert on the Customer Success team, peers and customers alike will lean on you for strategic technical advice, and you will play a key role in shaping the operations of enterprise companies undergoing large, digital transformation change.

BASIC QUALIFICATIONS

• 7-10 years similar experience in software/technology
• 2+ years of project management experience
• Experience implementing new systems, integrations, processes at scale
• Team-player: must be able to work across multiple teams and departments in rapidly evolving environments
• Enthusiasm for tackling complex challenges with tactical solutions
• Analytical problem-solving and risk assessment skills
• Strong verbal and written communication skills

PREFERRED QUALIFICATIONS

• SQL proficiency
• Coding skills (JavaScript / Python)
• Proficiency with popular SaaS or on-prem tools like ServiceNow, Jira, NewRelic, DataDog
  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 Sydney office one time per week, so you can thrive in your new role and fully embrace being a Dutonian!

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.

• Act as the primary technical advisor to our customer for all things Digital Operations
• Possess a deep understanding of the PagerDuty platform as a technical solution and how it fits within the larger Digital Operations workspace
• Lead discovery sessions with large, enterprise customers to assess and analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty
• Apply product knowledge to advise on optimal solutions for streamlining and improving tooling, 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 large, enterprise customer environments
• Translate architectural and integration designs into strategic implementation project plans and assist in the execution of defined project plans
• Consult on designs of custom integrations using product, API, and best practice knowledge
• Answer and triage technical questions as a customer’s primary technical point of contact
• Lead technical conversations to influence and improve product adoption while advocating general digital operations best practices
• Own and increase product adoption metrics across multiple enterprise customers at the same time
• Collaborate with Enterprise Customer Success Managers as the primary technical contact in supporting large-scale onboardings and general customer lifecycle initiatives
• Resolve escalated support tickets by collaborating and coordinating with customer support, product management, and engineering teams
• Collect and organize feature requests and prioritize them with product owners, while balancing PagerDuty’s 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 automation that can be used to accelerate repetitive tasks, both specifically for customers as well as for a central repository of tools for wider usage.