Technical Support Engineer 3, Premier - EMEA

United States Digital Space LLC; Dublin; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Onboarding

Global benefits

RSUs

ESPP

Mentor program

Career pathing

Inclusion culture

Job summary

Datadog is seeking a Premier Support Engineer to engage with Premier Customers, answer technical questions, reproduce issues, and drive product conversations. You will work in a fast-paced, client-centric environment and build relationships across multiple integrations.

The role is hybrid, requiring 3–5 days in the office. You will participate in health checks, create knowledge articles, and help customers succeed while growing your own technical skills in a supportive team.

Qualifications

• 5+ years in multi-channel technical support for SaaS products.
• Basic Linux knowledge and strong analytical skills.
• Customer-focused with ability to explain complex tech clearly.
• Willing to work a rotating schedule including weekends.
• Experience in Premier/Enterprise support is a plus.

Responsibilities

• Respond to client requests via phone, chat, and tickets while educating clients on the platform.
• Develop relationships with Premier Customers and understand their environments.
• Reproduce issues and investigate the 600+ integrations supported.
• Build documentation and knowledge base articles for tech topics.
• Drive product conversations based on client needs and problems identified.
• Participate in routine health check meetings with Premier Customers.

Skills

Multi-channel support

SaaS experience

Linux basics

Customer-centric

Problem solving

Rotating schedule

Job description

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 assisting prospects and customers with any technical questions about the company. PSEs engage with the company’s Premier Customers via standard technical support channels, but are also involved with cadence calls, demos/presentations, conferences, and various side projects. You will work directly with the company’s Premier Customer base, and will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to the company and to our customers.

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 client requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform
• Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment
• Reproduce issues and dive into the 600+ integrations that the company works with
• Build out documentation and knowledge based articles for a variety of technology
• Drive product conversations based on needs and problems learned during client interactions
• Participate in routine health check meetings with Premier Customers
• Work from a the company office 3 - 5 days per week

Who You Are:

• Experienced in multi-channel technical support at a SaaS company (5+ 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
• Able to work a rotating schedule that requires weekend availability

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.

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.

the company endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.

Privacy and AI Guidelines:

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.