Technical Support Engineer 3, Premier - EMEA

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

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.

At Datadog, 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 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 (5+ 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 you’re 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.

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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