Technical Support Engineer 2, Premier - Denver

United States Digital Space LLC; United States; Hybrid; USD 81,000 - 119,000; Full time

Benefits offered by this job

Generous global benefits

New hire stock equity (RSUs)

Professional development opportunities

401(k) plan and match

Job summary

United States Digital Space LLC is looking for a Premier Support Engineer focused on providing technical assistance to clients. In this role, you will engage with Premier Customers, respond to requests, and enhance client relationships through technical education and support.

The position offers a competitive salary range of $81,000 to $119,000 annually, along with comprehensive benefits that include healthcare, parental planning, and a 401(k) plan.

Qualifications

• 2+ years of experience in multi-channel technical support at a SaaS company.
• Self-motivated and detail-attentive.
• Available for a rotating schedule with weekend availability.

Responsibilities

• Respond to client requests on a fast-paced team.
• Build relationships with Premier Customers.
• Reproduce issues and dive into integrations.

Skills

Multi-channel technical support

Programming experience

Basic knowledge of Linux

Client-centric approach

Critical thinking

Job description

We are the company's in-house product experts. The Technical Solutions team enables the company'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 the company. PSEs engage with the company’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 the company’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 the company and to our customers.

At the company, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

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 the company 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 the company 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

the company 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, the company 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 the company is: $81,000 – $119,000 USD

About the company

the company 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, the company enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and the company Learning Center.

Equal Opportunity at the company

the company 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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