Senior Premier Support Engineer – SaaS Observability

Datadog; Dublin (CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Onboarding

Global benefits

Mentor program

RSUs

Career development

Diversity & Inclusion

Job summary

Datadog's Premier Solutions Engineer role on the Technical Solutions team focuses on educating prospects and ensuring customers are happy and successful. PSEs engage with Premier Customers via phone, chat, and tickets, and participate in demos, conferences, and side projects while building deep knowledge of the platform.

Datadog supports a hybrid work model to help colleagues achieve work-life harmony, with office days 3–5 per week to collaborate and share insights across teams.

Qualifications

• 5+ years of multi-channel technical support in SaaS.
• Some programming experience and basic knowledge of Linux.
• Self-motivated, detail-attentive, and eager to learn.
• Client-centric decision maker with good escalation judgment.
• Experience in Premium/Enterprise technical support.

Responsibilities

• Respond to client requests (phone / chat / tickets) on a fast-paced team while educating clients on the platform.
• Develop relationships with Premier Customers and understand their environment.
• Reproduce issues and explore 600+ integrations Datadog works with.
• Build out documentation and knowledge articles for various technologies.
• Drive product conversations based on needs learned during client interactions.
• Participate in routine health check meetings with Premier Customers.
• Work from a Datadog office 3 - 5 days per week.

Skills

SaaS support

Multi-channel

Programming basics

Linux basics

Customer focus

Tools

Linux

Job description

Datadog's Premier Solutions Engineer role on the Technical Solutions team focuses on educating prospects and ensuring customers are happy and successful. PSEs engage with Premier Customers via phone, chat, and tickets, and participate in demos, conferences, and side projects while building deep knowledge of the platform.

Datadog supports a hybrid work model to help colleagues achieve work-life harmony, with office days 3–5 per week to collaborate and share insights across teams.