Premier SaaS Support Engineer

Datadog; New York (NY); On-site; USD 66,000 - 88,000; Full time

Benefits offered by this job

Stock options

RSUs

ESPP

Healthcare

Dental

401(k) match

Paid time off

Job summary

Datadog is seeking a Premier Customer Support Specialist to respond to client requests by phone, chat, and tickets on our fast-paced team, while educating customers on the platform and building strong relationships with Premier Customers.

You will reproduce issues across 600+ integrations, contribute to knowledge base, drive product conversations, and participate in health check meetings; in-office 3-5 days per week.

Qualifications

• Experience in multi-channel technical support at a SaaS company (2+ years).
• Basic programming knowledge and Linux familiarity.
• Self-motivated, detail-oriented, and eager to learn.
• Client-focused, able to escalate when appropriate.
• Previously in Premium/Enterprise technical support roles.
• Familiar with current infrastructure and monitoring technologies.
• Must be able to work a rotating schedule including weekends.

Responsibilities

• Respond to client requests (phone / chat / tickets) on a fast-paced team.
• Develop relationships with Premier Customers and understand their environment.
• Reproduce issues and work with 600+ integrations.
• Build documentation and knowledge articles for technical topics.
• Drive product conversations based on client needs and issues learned.
• Participate in health check meetings with Premier Customers.
• Work from a Datadog office 3 - 5 days per week.

Skills

Multi-channel support

Programming basics

Linux knowledge

Self-motivated

Attention to detail

Client-centric

Decision making

Premium/Enterprise support experience

Infrastructure monitoring knowledge

Weekend availability

Job description

Datadog is seeking a Premier Customer Support Specialist to respond to client requests by phone, chat, and tickets on our fast-paced team, while educating customers on the platform and building strong relationships with Premier Customers.

You will reproduce issues across 600+ integrations, contribute to knowledge base, drive product conversations, and participate in health check meetings; in-office 3-5 days per week.