Technical Support Specialist

• Taking all first line calls from customers and identifying initial issues
• Successfully resolving customer emails and phone requests through the use of varied ticketing, content and task management tools
• Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
• Improving our documentation and support PagerDuty.com by adding to our processes and documentation with your own suggestions and efficiencies
• Running some billing and sales related requests
• Leading tickets from high priority customers on an on-call basis

• Excellent written communication, work ethic and attention to details skills
• Experience handling customer issues through a ticketing solution (such as Zendesk)
• Hands-on experience in a technical customer support capacity, supporting customers using an Enterprise Software or SaaS Solution
• Prior experience taking calls directly from customers in a technical support capacity
• Be willing to work specific hours to provide SLA time-based coverage to our customers (we need to cover the shift from 1 pm - 21 pm Fall Winter and 3 pm to 12 am Spring Summer Chile time)
• The ability to write about technical subjects clearly
• The enthusiasm and perseverance to handle customer support and billing requests over the phone
• Fluent English is required
• Availability to work 4 day per month into our Santiago office

Technical experience with coding, Linux, desktop support or HTML

• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs