Premier SaaS Technical Solutions Engineer

Datadog; San Francisco (CA); Hybrid; USD 81,000 - 108,000; Full time

Benefits offered by this job

RSUs

ESPP

Professional development

Job summary

Datadog is seeking Premier Support Engineers to join our in-house Technical Solutions team. You will help educate prospects and ensure Premier Customers are happy and successful, on a fast-paced SaaS platform through phone, chat, and tickets.

You will build relationships with Premier Customers, reproduce issues across 600+ integrations, create knowledge articles, and drive product conversations. This role requires weekend availability and a hybrid office schedule.

Qualifications

• 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
• Able to work a rotating schedule that requires weekend availability

Responsibilities

• 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 Datadog 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 Datadog office 3 - 5 days per week

Skills

Multi-channel support

Programming basics

Linux knowledge

Customer-centric

Weekend availability

Job description

Datadog is seeking Premier Support Engineers to join our in-house Technical Solutions team. You will help educate prospects and ensure Premier Customers are happy and successful, on a fast-paced SaaS platform through phone, chat, and tickets.

You will build relationships with Premier Customers, reproduce issues across 600+ integrations, create knowledge articles, and drive product conversations. This role requires weekend availability and a hybrid office schedule.