Principal Professional Services Consultant, PagerDuty

PagerDuty

Location:

Canada, Toronto

Category:

IT - Software Development

Contract Type:

Employment contract

Salary:

132000.00 - 182000.00 CAD / Year

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Job Description:

As a Principal Professional Services Consultant on the Technical Delivery team, you will help customers maximize the value of our platform by providing expert guidance on onboarding, integrations, service modeling, and provisioning. You will partner with key customers to drive large-scale implementations, ensuring seamless adoption and long-term success. In addition, you will be a trusted advisor, leading technical discovery sessions, providing architectural guidance, designing custom integrations, and advocating for best practices within the PagerDuty Operations Cloud. You will collaborate with customers to improve incident management, automation, DevOps, and IT operations, ensuring a smooth experience with our platform.

Job Responsibility:

Design, configure, and deploy our solutions to fit customer workflows, ensuring they maximize the platform’s value
Partner with customer stakeholders—including SREs, DevOps teams, and IT leaders—to understand operational challenges, incident response needs, and business objectives
Analyze incident and operational data to identify patterns, reduce noise, and enhance response effectiveness
Conduct training sessions to empower customers on best practices, platform configuration, and effective use of the platform’s capabilities
Diagnose and resolve configuration or workflow issues, ensuring seamless functionality across integrations, APIs, and automation solutions
Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback informs product evolution, while aligning services with broader business objectives
Stay up to date with industry trends, incident response methodologies, and advancements in operational resilience, helping customers adopt innovative approaches to digital operations management

Requirements:

5+ years in customer-facing technical roles (Customer Success Engineer, Solutions Consultant, Technical Account Manager, or Professional Services)
Expertise in IT monitoring, DevOps, and IT operations across cloud and on-prem environments
Strong scripting skills in Python, JavaScript, Go, Ruby, Perl, Bash, or PowerShell (preferably in AWS Lambda and automation contexts)
Hands-on experience with REST APIs (REST, SOAP, WS)
Proficiency with AWS (EC2, Lambda, S3, RDS, API Gateway, DynamoDB, IAM) and containerization (Docker, Kubernetes)
Strong understanding of CI/CD, infrastructure as code (Terraform, CloudFormation), and ITSM tools (ServiceNow, Jira, Remedy)
Experience with monitoring systems (DataDog, Dynatrace, Nagios, New Relic, Splunk, Zabbix)
Exceptional communication and presentation skills, with the ability to engage both technical teams and executive leadership
Proven track record of driving adoption, retention, and expansion by demonstrating business value
Self-starter mentality with a passion for technology and continuous learning in a fast-paced environment
Ability to travel (~25%) as needed for customer meetings and implementation support

Nice to have:

Experience with enterprise security, compliance, and access management
Familiarity with database technologies (MySQL, PostgreSQL, MSSQL, Oracle) and remote authentication protocols (SSH, WinRM)
Prior experience supporting both SaaS and on-prem software deployments

What we offer:

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
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs

Additional Information:

Job Posted:

March 25, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Principal Professional Services Consultant