Technical Support Engineer 2, Premier - Denver

Visa Hunt; Denver (CO); On-site; USD 81,000 - 119,000; Full time

Benefits offered by this job

Best-in-breed onboarding

Generous global benefits

Mentor and buddy program

RSUs and ESPP

Professional development and product培训

Community and inclusion programs

Job summary

Datadog in-house Premier Solutions team empowers growth by educating potential clients and ensuring customer success. Premier Support Engineers engage with Premier Customers through calls, demos, and proactive health checks, while handling technical inquiries across Datadog’s platform and 600+ integrations.

You will work closely with customers, reproduce issues, and contribute to knowledge bases. This role requires weekend availability and a customer-centric mindset, with on-site presence 3–5

Qualifications

• Experienced in multi-channel technical support at a SaaS company (2+ years).
• Tinkerer with some programming experience and basic knowledge of Linux.
• Self-motivated, detail-attentive, and committed to continuous learning.
• A critical thinker with a client-centric approach.

Responsibilities

• Respond to client requests (phone / chat / tickets) on our fast paced team while educating clients on the platform.
• Develop relationships with Premier Customers and understand their distinct environments.
• Reproduce issues and dive into Datadog integrations.
• Build out documentation and knowledge base 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

Linux basics

Customer-focused

Problem solving

Tools

Ticketing systems

Documentation tools

Job description

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog. PSEs engage with Datadog’s Premier Customers via standard technical support channels, but are also involved with cadence calls, demos/presentations, conferences, and various side projects. You will work directly with Datadog’s Premier Customer base, and will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.

What You'll 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

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.

Salary: $81,000 — $119,000 USD.

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.