Manager II, Premier Support Engineering - EMEA

United States Digital Space LLC; Paris (TX); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Best-in-breed onboarding

Generous global benefits

Intra-departmental mentor and buddy

New hire stock equity (RSUs)

Employee stock purchase plan (ESPP)

Continuous professional development

Inclusive culture and Community Guilds

Job summary

Datadog, a leading observability and security platform, is seeking a senior leader to manage and mentor Premier Support Engineers. You will own team accountability, drive performance reviews, and collaborate with senior leadership on initiatives to improve productivity and client success.

You are a proactive, data-driven, client-centric thinker with programming experience and basic Linux knowledge. You will handle escalations, partner across internal teams, and help grow a diverse, inclusive

Qualifications

• Experience leading a team, including other managers.
• Client-centric mindset with data-driven decision making.
• Able to manage escalations and collaborate cross-functionally.
• Some programming experience and basic Linux knowledge.

Responsibilities

• Manage, develop, coach and mentor Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the company’s 400+ integrations
• Act as the owner for your team’s accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports
• Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary

Skills

People management

Mentorship

Team leadership

Programming experience

Linux basics

Open-source contributions

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. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to the company.

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:

• Manage, develop, coach and mentor Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the company’s 400+ integrations

• Act as the owner for your team’s accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports

• Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure

• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary

Who You Are:

• Passionate about people management and/or mentorship with previous experience leading a team, including managing other managers

• Self-motivated, detail-attentive, and have a desire for continuous learning

• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions

• A tinkerer with some programming experience and a basic knowledge of Linux

• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)

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.

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