Premier SaaS Support Engineer - Tech & Solutions

Datadog; New York (NY); Hybrid; USD 81,000 - 108,000; Full time

Benefits offered by this job

New hire stock equity (RSUs)

Employee stock purchase plan (ESPP)

Healthcare

Dental

401(k) plan and match

Paid time off

Fitness reimbursements

Discounted ESPP

Job summary

Datadog in-house Premier Solutions team seeks a Premier Support Engineer to assist prospects and customers with Datadog's platform. You’ll engage across phone, chat, and tickets, develop relationships with premier customers, and help them succeed.

You will reproduce issues, build knowledge base articles, and drive product conversations. This role requires weekend rotation and a hybrid office schedule, with ongoing learning and growth opportunities.

Qualifications

• 2+ years of multi-channel technical support in a SaaS company.
• Some programming experience and basic Linux knowledge.
• Self-motivated, detail-oriented, and eager to learn.
• Customer-centric with good decision-making; know when to escalate.
• Experience in Premium/Enterprise technical support.
• Familiar with monitoring/infrastructure tech.
• Willing to work a rotating schedule including weekends.

Responsibilities

• Respond to client requests via phone/chat/tickets while educating on the Datadog platform.
• Build relationships with Premier Customers and understand their environment.
• Reproduce issues and work with 600+ Datadog integrations.
• Create documentation and knowledge base articles for various technologies.
• Guide product conversations based on client needs.
• Attend health check meetings with Premier Customers.
• Work from a Datadog office 3-5 days per week.

Skills

Technical support

SaaS experience

Linux basics

Programming basics

Customer-facing

Job description

Datadog in-house Premier Solutions team seeks a Premier Support Engineer to assist prospects and customers with Datadog's platform. You’ll engage across phone, chat, and tickets, develop relationships with premier customers, and help them succeed.

You will reproduce issues, build knowledge base articles, and drive product conversations. This role requires weekend rotation and a hybrid office schedule, with ongoing learning and growth opportunities.