Technical Support Engineer 2, Premier - Sao Paulo

United States Digital Space LLC; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Onboarding

Global benefits

RSUs

ESPP

Professional development

Inclusion talks

Resumo da oferta

Datadog is seeking a Premier Support Engineer in São Paulo to provide multi-channel technical support for our Premier Customers. You will educate clients, troubleshoot complex issues across 700+ integrations, and collaborate with product and engineering teams to influence improvements.

This hybrid role requires 2+ years in SaaS support, Linux basics, and bilingual Portuguese/English proficiency. Join a culture that values collaboration, ongoing learning, and growth, with generous global benefits

Qualificações

• 2+ years of multi-channel technical support in a SaaS environment.
• Solid understanding of Linux basics.
• Strong communication and problem-solving skills.
• Portuguese and English fluency.

Responsabilidades

• Respond to technical client requests via email, chat, or video calls.
• Educate clients on platform usage and best practices.
• Build relationships with Premier Customers and resolve inquiries.
• Troubleshoot integrations and reproduce issues across environments.
• Create internal knowledge base articles and guides.
• Contribute to product and engineering discussions based on customer needs.
• Work from Datadog office 3–5 days per week.

Conhecimentos

Technical support

SaaS experience

Linux basics

Portuguese

English

Descrição da oferta de emprego

We are the company's in-house product experts. The Technical Solutions team enables the company'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 the company. PSEs engage with the company’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 the company’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 the company and our clients.

At the company, 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 the company 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 the company 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

the company 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 the company.

#LI-Hybrid

About the company:

the company 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, the company enables businesses to move faster with clarity and confidence. Learn more about DatadogLife on Instagram, LinkedIn, and the company Learning Center.

Equal Opportunity at the company:

the company 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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Any information you submit to the company as part of your application will be processed in accordance with the company’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at the company AI Guidelines.