Manager, Tier 1 Support East

PagerDuty

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/19/2021
  • Website: pagerduty.com
  • Company Address: 600 Townsend Street Suite 200, San Francisco, CA, 94103

About PagerDuty

In an always-on world, teams trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations. We identify issues and opportunities in real-time and bring together the right people to respond to problems faster and prevent them in the future.

Job Description

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 bi-annual hack weeks, 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.
 
We’re building an inclusive workplace that represents the real, everyday people we support around the world. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.
 
PagerDuty is looking for a Manager of Tier 1 Support to oversee our North America East-based team of Technical Support Specialists. This role will work closely with the Manager of Tier 1 Support West and Manager of Tier 2 Support and will report directly to the Director of Customer Support.
 
Our Tier 1 team is composed of Technical Support Specialists globally who handle both technical and broader questions about our product. Your responsibilities will include managing a distributed team across our North America East 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. Our success is measured by how responsive we are and how many expressions of love we get from customers. You’ll play a crucial role in ensuring that your team supports this vision even as the company scales in size. 

Responsibilities:

    • Directly manage our Support Specialists in Toronto, and Atlanta while playing a supporting role for the larger global team in San Francisco, Sydney, and London.
    • Work with your manager peers and the Director of Support to maintain consistency across all teams with process and quality of support.
    • Conduct regular 1:1 meetings with all of your direct reports, providing career coaching, mentorship, constructive feedback and assistance as needed 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 Tier 1 support metrics and workload, including shift schedules to ensure sufficient resources and a high standard of quality.
    • Manage your team’s contributions to our support documentation.
    • Recruit and hire top talent as the team and business scale.

Requirements:

    • Excellent written and verbal communication skills.
    • Leadership/management experience within a support or similar environment.
    • Hands on experience managing customer issues through a ticketing solution (such as Zendesk).
    • 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.
    • The ability to be highly organized in teaching and advising others while also staying on top of your own work.
    • An excellent work ethic and attention to detail.

Nice to Haves:

    • Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS solution.
    • Technical experience; for example writing code or working with monitoring tools.
    • Experience working closely with team members in a different time zone.
    • Experience working as part of a management team.
PagerDuty offers:
- Competitive salaries and company equity
- Comprehensive benefits package including: medical, dental, and vision plans for you, your spouse and family
- Generous parental leave
- Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to paid holidays and ample sick leave
- Opportunities to get involved in PagerDuty's Employee Resource Groups (ERGs) and other diversity initiatives. ERGs are self-organized, employee-run communities focused on advancing a sense of belonging and inclusion for all - members, advocates, and allies.
- Paid employee volunteer time - 20 hours per year
- Bi-annual company wide hack weeks
 
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 for people. Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.
 
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 local requirements.
 
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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.