Technical Support Engineer 2, Premier - Sao Paulo

Datadog; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Best-in-breed onboarding

Generous global benefits

RSUs and ESPP

Mentor and buddy program

Career development and training

Inclusive culture and community guilds

Resumo da oferta

Datadog is seeking Premier Solutions Engineers to educate potential clients and support Premier Customers with technical questions across 700+ integrations. You’ll work with a hybrid Datadog office and collaborate with engineering on complex issues, while building strong client relationships.

Ideal candidates have 2+ years in SaaS technical support, a basic programming mindset, and a client-centric, detail-focused approach.

Qualificações

• Experience in multi-channel technical support at a SaaS company (2+ years).
• Familiar with Linux and basic programming concepts.
• Self-motivated, detail-attentive, and eager to learn.
• Client-centric with ability to escalate when necessary.
• Prior Premium/Enterprise technical support experience.
• Knowledge of current infrastructure and monitoring solutions.
• Bilingual Portuguese and English.

Responsabilidades

• Respond to technical client requests (email / chat / video call) educating users on the platform.
• Develop relationships with Premier Customers to resolve questions.
• Participate in routine health check meetings with Premier Customers.
• Reproduce product/configuration issues and troubleshoot 700+ integrations.
• Build internal documentation and knowledge base articles.
• Drive product/engineering conversations based on customer needs.
• Work from a Datadog office 3-5 days per week.

Conhecimentos

Multi-channel technical support

Programming experience

Linux basics

Self-motivated

Detail-oriented

Continuous learning

Client-centric

Decision making with escalation

Premium/Enterprise support experience

Infrastructure monitoring knowledge

Portuguese & English bilingual

Ferramentas

Linux

Descrição da oferta de emprego

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Support Engineers (PSEs) are primarily focused on supporting customers with any technical questions or issues related to Datadog. PSEs engage with Datadog’s Premier Customers via asynchronous technical support channels and are also involved with relationship-building cadence calls, technical troubleshooting calls, conferences, and projects. You will work directly with Datadog’s Premier Customer base and be immersed in an environment where you will expand your knowledge and skill set, be challenged, and witness your contributions to Datadog and our clients.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Respond to technical client requests (email / chat / video call) on our fast paced team while educating our clients on the use of the platform
• Develop relationships with end users at Premier Customers, working hand-in-hand to resolve their questions
• Participate in routine health check meetings with Premier Customers
• Reproduce product and configuration issues and efficiently troubleshoot the 700+ integrations that Datadog works with
• Build out internal documentation and knowledge based articles
• Drive product and engineering conversations based on customer needs and use cases
• Work from a Datadog office 3 - 5 days per week

Who You Are:

• Experienced in multi-channel technical support at a SaaS company (2+ years of related experience)
• A tinkerer with some programming experience and a basic knowledge of Linux
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• A decision maker but know when the decision should be escalated
• Have been in a Premium/Enterprise technical support role previously
• Knowledgeable of current infrastructure and monitoring solutions and technologies
• Bilingual Portuguese and English speaker

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth:

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

#LI-Hybrid

About Datadog:

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

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