Together we’re building a company that will endure and products people will love for generations to come. 

We believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture. 

Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.

Solve for what’s next—at PagerDuty.

Who you are:

A Helpdesk Superstar. You understand deeply the product lifecycle for a major part of the business and are able to articulate clearly the limitations of that area.

You possess exceptional and unparalleled knowledge of existing resources and tools and you can research and propose new technologies within Helpdesk.

What you can do:

You have the expert ability to independently custom-code fixes for software solutions and/or manage more complex software configuration changes

Identify and implement broader fixes for challenges (either process and/or technology-driven) to better improve services and team performance, with little-to-no assistance

You have strong project- and time-management skills, including participation in cross-functional project initiatives

What you will do:

Quickly break down complex problems into potential design/process solutions, knowns, and unknowns, in order to get to solid resolutions quickly. Capable of removing roadblocks for any problem that the team encounters.

Consistently deliver large projects involving one or more teams' contribution on time at a high level of quality. Primarily act as a multiplier by building systems, authoring tools, or introducing policies or patterns that raise the level of productivity of the entire org.

Consult with leadership to make well-reasoned company-wide decisions and tradeoffs in all services they work. No required direction/oversight on day-to-day work.

Communicate to the PD team and culture externally. Identify areas that PD can share effectively with the outside world and guides the creation of content and communication around these areas.

Seen as a role model and mentor to every member of the team.

Lead the conversations internally about the direction of major areas of the product lifecycle or technology, drives wide-team consensus to the adoption of this direction, and uses this direction to inspire colleagues. Recognized as a SME in job family and with cross functional teams.

Minimum Requirements

• 8 years of experience in a helpdesk environment
• At least 1 year of leadership experience

Business Impact

• Leads department and inter-departmental meetings
• Impacts future product or technical/business strategy; Influences leadership in setting group objectives and direction
• Plays a key role in developing multi-year strategy for complete and critical areas of the department that encompass multiple systems and teams. Anticipates broad industry changes and ensures PD is always ahead of the curve

PagerDuty offers:

Competitive salaries and company equity

Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family

401K with 1% match

Pre-tax commuter benefits, FSA, cell phone allowance and more!

Generous parental leave

Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave

Paid employee Volunteer Time - 20 hours per year

Monthly company wide hack days

Catered lunch daily plus breakfast on Wednesdays, and plenty of snacks and drinks

Convenient office location in SoMa tech hub – accessible by BART, Muni and CalTrain

PagerDuty is committed to creating a diverse environment and 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.

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

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.