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Professional Services Expert

2 months ago

San Francisco, California, United States PagerDuty, Inc. Full time
About the Role

PagerDuty empowers teams of all kinds to drive business forward through our Operations Cloud.

The Professional Services team focuses on enabling customers to leverage our platform effectively to achieve their goals. We partner with key customers to provide large-scale onboarding, custom integrations, service modeling, and provisioning of users, teams, services, schedules, and escalation policies.

This role will be instrumental in developing processes and technologies to deliver exceptional customer experiences. You will help establish methodologies and repeatable processes to deliver successful implementations every time.

About You

You possess technical expertise and are a technologist at heart. You demonstrate a deep understanding of IT monitoring tools or within DevOps, SRE, or IT Operations. You lead the implementation process from design to delivery, partnering with customers to design and build integrations for awesome implementations.

You are a skilled problem solver who identifies potential roadblocks and provides thoughtful solutions. You excel at multitasking, are self-driven, and can work both independently and with a cross-functional team. You quickly come up to speed, love to learn, have a strong working style, and impeccable attention to detail. You are comfortable managing multiple simultaneous customer engagements and can manage multiple threads within those engagements.

You are an excellent and compelling communicator who can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds. You have experience implementing technology solutions in the SaaS world and can articulate the solution to all levels in the customer organization.

You are an extraordinary partner – to sales, to product, to your team, to your customers. Depending on the situation, you play the part of project manager, architect, consultant, technical guru, product expert, leader, evangelist, and teacher, with a relentless commitment to outstanding customer service.

Ideal Qualifications
  • 5+ years of hands-on technical background with a primary emphasis on IT Operations / Professional Services delivery.
  • Demonstrated Python and Javascript experience, especially within an AWS Lambda and stand-alone automation, scripting, and tooling context.
  • Demonstrated knowledge and ability to interact with common SaaS and traditional software APIs (REST, SOAP, WS), webhooks, etc. as part of scripting and tooling development, integration development, and ETL like activities.
  • Knowledge of infrastructure as code and DevOps SRE toolchains (GitHub, Terraform, Chef, Artifactory, JFrog, Nomad, Consul, Vault).
  • Ability to do advanced scripting (Python, Javascript, Go, Ruby, Perl) and fundamental knowledge of Linux.
  • Hands-on technical background using AWS (EC2, Lambda, S3, RDS, API Gateway, DynamoDB, IAM).
  • Deep technical knowledge with ITSM tools like ServiceNow, Jira, Remedy (ServiceNow Admin, ServiceNow Scripting, ServiceNow GScript/Rhino, Studio).
  • Understanding of monitoring systems (DataDog, Dynatrace, Nagios, New Relic, Splunk, Zabbix).
  • You have a strong understanding of our space (or you're already a fan of our product).
  • Be prepared to showcase your skills and experience.

PagerDuty is a flexible, hybrid workplace that values in-person collaboration. We believe that co-located work strengthens connections, drives innovation, and accelerates learning.

This role requires coming into our office 1 day per week to thrive in your new role and fully embrace our culture.

The base salary range for this position is $86,000 - $100,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies, and experience.