Customer Success Engineer

PagerDuty

Summary

This job involves being the primary technical resource for enterprise customers, helping them optimize their operations using PagerDuty technology through strategic technical advice and project planning.

What you'll do

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.

Requirements

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