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Senior Technical Trainer



Toronto, ON, Canada
Posted on Friday, June 28, 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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Senior Technical Trainer, PagerDuty University

The Senior Technical Trainer will manage and deliver engaging in-class and virtual training material on PagerDuty products and practices to top enterprise-level customers. In this role, you will collaborate with team members and subject matter experts to strategically align course outlines and course content to assigned customers, and then deliver them virtually and/or in-person to our clients. The Senior Technical Trainer will also be responsible for reviewing growth opportunities within the business in conjunction with Sales, Customer Success, and Solutions Consulting to identify opportunities to support expansion and reduce churn. The goal of the Dutonian in this role is to ensure successful management of assigned top tier accounts, represent PagerDuty at in-person conferences and events, and position PagerDuty as a thought leader in the Operations Cloud space.

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 Toronto office once a week, so that you can thrive in your new role and fully embrace being a Dutonian!


  • Engage with assigned customers on optimal learning paths for their organization and define custom training needs
  • Deliver instructor-led (in person or virtual) classroom training to end-users and partners on a regular basis
  • Assist in developing accurate and custom training plans, lab exercises, presentations, take-home materials, and other accompanying educational content
  • Build strong relationships and form strategic partnerships with your accounts and report back to the business any roadblocks and upsell opportunities
  • Communicate with our Customer Success, Support, Sales, and Solutions Consulting teams to identify new enablement initiatives
  • 35% Travel

Required Skills and Qualifications

  • 3-5 years of experience supporting customers to adopt and engage with a SaaS product
  • Ability to explain complex technical concepts in a manner that is easy to understand and audience-appropriate
  • Demonstrated experience creating and implementing in-class exercises that incorporate real-world application and stimulate learner participation
  • Proven experience successfully facilitating virtual and in-class training to learners with differing levels of ability and experience

Preferred Skills

  • Experience in Account Management and/or Product Management
  • Demonstrated understanding of DevOps and IT alerting concepts
  • Proficiency in Microsoft PowerPoint and Google Slides
  • Ability to pick up technical concepts quickly
  • Excellent oral presentation, interpersonal communication, and writing skills
  • Experience navigating APIs
  • Experience with ITSM tools such as ServiceNow
  • General understanding of Adult Education practices and principles

The base salary range for this position is 87,000 - 122,000 CAD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

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
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
  • 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)*
  • 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.