Professional Services Consultant
Job details
PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud. Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts! Automation Strategic Technical Account Manager Role Overview: As a Technical Account Manager, you will sit at the nexus between the Customer Success Manager, the Account Executive, Professional Consultants, and Support. Whether it is helping understand the customer environments and potential technical landmines or supporting one of our native integrations, you are fundamental to helping customers realize and optimize our Automation Product Suite capabilities. You are an extraordinary partner – to sales, to product, to your customers. You play the part of consultant, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer service. You build strong, significant, and compassionate relationships to internal and external partners, no matter their level. You’ve got technical chops. You demonstrate a knowledge of IT monitoring tools or IT Operations. You run the technical discovery process and are capable of handling questions in an RFP, RFI and security questionnaires. You help customers design integrations to provide seamless implementation with their current technology stack. You are an excellent and compelling communicator. You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. You have experience supporting SaaS and on-prem customer managed products; you can articulate the business value of our solution. You are excellent at multitasking, are self-driven, and can work both independently and with a cross-functional team. You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail. How You Impact Our Vision: Key Responsibilities
- You play the part of a consultant, project manager, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer experience.
- You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.
- You demonstrate knowledge of IT monitoring tools and IT Operations, have supported Java applications and can do basic scripting.
- You will run the technical discovery process and are capable of handling questions in security questionnaires.
- You help customers design integrations to provide a seamless implementation with their current technology stack.
- You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive.
- You have experience supporting products in both the SaaS world and on-prem.
- You can articulate the business value of our solution and drive the long-term goals.
- You are an extraordinary partner – to the account/product team and to your customers
- You are excellent at multitasking, are self-driven, and can work both independently and with a cross-functional team
- You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail
- Experience managing customer engagements and proof of concepts/value
- Ability to create and deliver demonstrations to small or large groups
- Ability to script in BASH and Python, competent using the Linux CLI, and knowledge of APIs
- Experience with enterprise infrastructure, including cloud deployments and containers
- Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth
- Ability to travel to customer sites as necessary (~25%)
- You have an understanding of CI/CD, infrastructure as code, CSM (Gitlab, Github, Bitbucket), provisioning (Ansible, FarGate, Terraform, Cloudformation)
- IT operations in cloud-hosted or on-prem environments (K8, vsphere, OpenStack, Oracle Cloud, EC2, GCP, or Azure)
- Relational database management (MySQL, Postgres, MSSQL, Oracle), remote system management using SSH, WinRM, and REST APIs, BASH and Powershell CLI, as well as monitoring (DataDog, Cloudwatch, Sensu, NewRelic, ServiceNow, etc)
- You know and understand our space (or you’re already a fan of our product!)
- You're experienced in enterprise and commercial support and consulting
- 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.
- 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
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