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.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Manager - Runbook Automation

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!

Hesitant to apply?

We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts!

Where we work

PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in:

Location restrictions:
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.

How we work

Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

What we offer

As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

• Competitive salary
• Comprehensive benefits package 
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. 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 Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. 

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.