Technical Support Engineer 1, Premier - USA

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

What You7ll Do:

• 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

Who You Are:

• 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

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That\'s okay. If you7re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth:

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

#LI-Hybrid

Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate\'s skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is:

$66,000—$88,000 USD

About Datadog:

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

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Any information you submit to Datadog as part of your application will be processed in accordance with Datadog7s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.