Senior Technical Solutions Engineer, Premier Support

Datadog; Denver (CO); Hybrid; USD 96,000 - 128,000; Full time

Benefits offered by this job

Best-in-breed onboarding

Generous global benefits

Mentor and buddy program

RSUs and ESPP

Job summary

Datadog is seeking a Premier Technical Support Engineer to educate potential clients and ensure customer success across the platform. You will respond to requests via phone, chat, and tickets, and engage in escalation and incident management as needed.

Build expertise across Datadog products, perform health checks, and collaborate with engineering on customer needs. This is a hybrid role with global benefits and a competitive salary.

Qualifications

• Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience).
• A problem-solver with experience in programming, Linux and networks. Cloud technology experience is preferred.
• Self-motivated, detail-attentive, with a desire for continuous learning.
• A critical thinker who defaults to a client-centric approach.
• A decision maker but knows when the decision should be escalated.
• Have been in a Premium/Enterprise technical support role previously.
• Knowledgeable of current infrastructure, monitoring solutions and technologies.
• Able to work a rotating schedule that requires weekend availability.

Responsibilities

• Respond to Premier customer requests (phone / chat / tickets) on our fast paced team while educating clients on the platform.
• Develop relationships with Premier customers, understanding their environment.
• Reproduce customer issues and assist with Datadog integrations.
• Handle urgent escalations involving troubleshooting and incident management.
• Build subject matter expertise across Datadog product areas.
• Autonomously troubleshoot complex and high-priority issues.
• Drive product and engineering conversations based on needs identified in interactions.
• Provide mentorship to junior team members and act as escalation partner.
• Participate in health check meetings with Premier customers.
• Improve documentation and knowledge base articles for technologies.

Skills

Multi-channel support

Programming

Linux

Networking

Cloud technologies

Problem solving

Attention to detail

Continuous learning

Job description

Datadog is seeking a Premier Technical Support Engineer to educate potential clients and ensure customer success across the platform. You will respond to requests via phone, chat, and tickets, and engage in escalation and incident management as needed.

Build expertise across Datadog products, perform health checks, and collaborate with engineering on customer needs. This is a hybrid role with global benefits and a competitive salary.