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Customer Success Engineer



Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Wednesday, June 5, 2024

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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If Elon Musk says “we’re going to Mars”, then you’re the strategic technical resource who knows the intricacies of exactly what’s involved with getting there. As the Enterprise Customer Success Engineer, you will be the primary technical point of contact for multiple enterprise customers wanting to take their operations to “Mars”. You will work alongside the Enterprise Customer Success Manager to understand your customers’ business goals and objectives, and translate those goals into clearly defined technical implementation project plans. To do this, you will apply your full breadth of product knowledge to work with customers in designing workflows and integrations that optimizes and modernizes their operations with the latest PagerDuty technology. As the technical expert on the Customer Success team, peers and customers alike will lean on you for strategic technical advice, and you will play a key role in shaping the operations of enterprise companies undergoing large, digital transformation change.


  • 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.

Basic Qualifications

  • 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

Preferred Qualifications

  • SQL proficiency
  • Coding skills (JavaScript / Python)
  • Proficiency with popular SaaS or on-prem tools like ServiceNow, Jira, NewRelic, DataDog

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 Sydney office one time per week, so you can thrive in your new role and fully embrace being a Dutonian!

Not sure if you qualify?

Apply anyway! 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 take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

  • Champion the Customer | Put users first to design great products and experiences.
  • Run Together | Build strong teams that amplify our impact on users.
  • Take the Lead | Disrupt and invent to be the first choice for users.
  • Ack + Own | Take ownership and action to deliver more efficiently to users.
  • Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are 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 from day one
  • Flexible work arrangements
  • Company equity*
  • ESPP (Employee Stock Purchase Program)*
  • Retirement or pension plan
  • Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
  • HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
  • 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 revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

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 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.

PagerDuty uses the E-Verify employment verification program.