Manager, Support Engineering (runbook Automation)

Manager, Support Engineering (Runbook Automation)

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.

PagerDuty is looking for a Manager of Runbook Automation Support, reporting directly to the Director of Customer Support Engineering and overseeing our team of Runbook Automation Technical Support Engineers.

Our Technical Support Engineers help our customers with technical issues about our Runbook Automation SaaS and Self-Hosted products. Your responsibilities will include managing a distributed team across our offices while working closely with leadership and your peers to maintain a high standard of customer support across our global offices.

Our team prides itself in providing amazing support to our rapidly growing customer base and we strive to go above and beyond for our customers. You'll play a crucial role in ensuring that your team supports this vision even as the company scales.

Key Responsibilities

• Directly manage our team of 10 Support Engineers in Santiago and Lisbon, and provide support to the Support Engineers in Melbourne
• Work with your peer managers and the Director of Support Engineering to maintain consistency across all teams with process and quality of Support
• Conduct regular 1:1 meetings with all of your direct reports, providing assistance as needed and constructive feedback to help your team be successful
• Conduct regular performance reviews of all of your direct reports
• Onboard and train new hires, using your team as resources where necessary
• Manage Runbook Automation support metrics and workload, including shift schedules to ensure sufficient resources and a high standard of quality
• Manage your team's contributions to our internal support documentation
• Recruit and hire top talent as the team and business scale

Requirements

• Excellent written and verbal communication skills
• Hands-on experience in a technical support capacity, supporting customers using on-premise and SaaS solutions
• Leadership/management experience within a support or similar environment
• Hands on experience managing customer issues through a ticketing solution (such as Salesforce)
• Prior experience taking calls directly from customers in a technical support capacity
• Be willing to occasionally alter your schedule to be available for your team as needed
• Experience writing code in a popular scripting language such as Ruby, Python, Perl, or others.
• Experience with RDBMS such as MySQL and PostgreSQL
• Know your way around Unix systems and tools
• The ability to be highly organized in instructing and advising others while also staying on top of your own work
• An excellent work ethic and attention to detail

Nice to Haves

• Experience working with tools that integrate with PagerDuty, such as Nagios, Zenoss, Zabbix and ServiceNow
• Experience working closely with team members in a different time zone
• Experiencing collaborating with engineering teams on bug tickets and fixes

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 2 days per week, so you can thrive in your new role and fully embrace being a Dutonian!