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Helpdesk Eng II



Santiago, Santiago Metropolitan Region, Chile
Posted on Thursday, June 13, 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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PagerDuty is growing, and we are looking for a Helpdesk Eng II to join our team! As a Helpdesk Engineer II you will be responsible for ensuring the effective use of systems/services like Jira, Google Workspaces, MacOS, Windows, JAMF, Office 365, Slack, and Zoom. This is an exciting opportunity as you will play a key role in ensuring that all technical issues are resolved efficiently and that our high standards of customer service are maintained consistently. The ideal candidate will have strong experience supporting Mac and Windows and possess excellent communication skills.

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 tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.This role is expected to come into our Santiago office 4 times per week so you can thrive in your new role and fully embrace being a Dutonian!

Key Responsibilities

  • Act on and exceed support KPIs, focusing on key support metrics such as CSAT, Time to Resolution (TTR), and backlogs.
  • Provide high-quality technical support to end-users, including executive leadership and their supporting staff, ensuring prompt and efficient issue resolution.
  • Engage in ITIL processes such as change management and asset management as they relate to end-user support.
  • Assist in identifying opportunities for automation of processes to reduce or eliminate manual tasks.
  • Collaborate with team members to foster a culture built on transparency, growth, and ownership.
  • Assist in resolving customer escalations by collaborating with cross-functional teams including support, engineering, and operations.
  • Contribute to the problem and incident management process, ensuring successful detection, resolution, and follow-up on customer issues.
  • Participate in managing major operations outages and communicate effectively with customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Contribute to the evaluation of current processes, technology, and organizational skills to identify areas for improvement and team advancement.

Basic Qualifications

  • 2+ years of overall experience or Bachelors or Associates degree in Computer Science, Technology, IT, or a related field
  • Experience with supporting Mac and Windows end points - (troubleshooting)
  • Experience with an IT Ticketing platform
  • Experience with SAAS administration - Okta, Google Suite, JAMF, Intune, Microsoft, Zoom, Slack

Preferred Qualifications

  • Experience working with cross functional departments such as workplace, HR, operations, etc
  • Experience at a tech company
  • Strong communication skills

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.