What is a Customer Success Engineer at Pagerduty?
At PagerDuty, the Customer Success Engineer is a highly strategic, technical, and customer-facing role designed to ensure enterprise clients maximize the value of their digital operations management solutions. Operating at the intersection of customer success, technical support, and systems engineering, professionals in this role act as trusted advisors to some of the world's largest engineering organizations. You will help clients architect resilient incident response workflows, integrate complex monitoring tools, and adopt modern operational best practices to minimize downtime and protect customer experiences.
This role is critical to PagerDuty's growth and retention strategy. When enterprise organizations adopt the PagerDuty Operations Cloud, they are not just buying software; they are transforming how their engineering, DevOps, and IT operations teams respond to critical events. As a Customer Success Engineer, you will guide them through this transformation, helping them configure complex API integrations, leverage Event Intelligence, and establish automated runbooks. Your technical guidance directly impacts their key operational metrics, such as Mean Time to Resolution (MTTR) and incident noise reduction.
What makes this position uniquely compelling is the depth of technical exposure combined with high-level business influence. On any given day, you might dive into JSON payloads and REST APIs to troubleshoot an integration, and then transition to presenting a strategic optimization roadmap to a customer’s executive leadership team. You will work closely with PagerDuty's Product, Engineering, and Sales teams to advocate for customer needs, making you a central driver of product adoption and platform value.



