Principal Professional Services Consultant

AtlantaPagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.Role Overview

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.About You

Technologist at Heart

– You have deep expertise in IT monitoring, DevOps, SRE, or IT operations. You understand the implementation process end-to-end, from design to delivery, and can build integrations that enhance customer success.Problem Solver

– You anticipate challenges, propose thoughtful solutions, and work independently or within a team. You thrive in a fast-paced environment, balancing multiple customer engagements with strong attention to detail.Exceptional Communicator

– You can break down complex technical concepts for a range of audiences, from DevOps engineers to C-level executives, articulating technology solutions clearly and confidently.Collaborative Leader

– You work effectively across teams, supporting sales, product, and professional services. You adapt to different roles—project manager, architect, consultant, technical expert, and educator—while maintaining a relentless focus on customer success.Key Responsibilities

Implementation & Enablement

– Design, configure, and deploy our solutions to fit customer workflows, ensuring they maximize the platform’s value. Guide customers in operationalizing incident response, automation, and digital operations best practices.Consultation

– Partner with customer stakeholders—including SREs, DevOps teams, and IT leaders—to understand operational challenges, incident response needs, and business objectives. Provide expert recommendations to optimize on-call processes, escalation policies, automation, and integrations.Data-Driven Optimization

– Analyze incident and operational data to identify patterns, reduce noise, and enhance response effectiveness. Provide insights that drive continuous improvement in customers’ incident management strategies.Knowledge Transfer & Training

– Conduct training sessions to empower customers on best practices, platform configuration, and effective use of the platform’s capabilities. Enable teams to become self-sufficient in leveraging the platform for their incident response needs.Troubleshooting & Solutioning

– Diagnose and resolve configuration or workflow issues, ensuring seamless functionality across integrations, APIs, and automation solutions.Cross-Functional Collaboration

– Work closely with Product, Customer Success, and Engineering teams to ensure customer feedback informs product evolution, while aligning services with broader business objectives.Continuous Learning

– Stay up to date with industry trends, incident response methodologies, and advancements in operational resilience, helping customers adopt innovative approaches to digital operations management.Required Qualifications & Skills

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.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.Preferred Qualifications

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 .You know and understand our space or

you’re already a fan of our product!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 Atlanta office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!What we offer

Comprehensive benefits package from day oneGenerous paid vacation timePaid holidays and sick leaveDutonian Wellness Days - scheduled company-wide paid days off in addition to PTOCompany 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 rechargePaid volunteer time off - 20 hours per yearMental wellness programs*Eligibility may vary by role, region, and tenureAbout 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.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.

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