Technical Support Engineer 3, Premier - US-West

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

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 Technical Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog. PSEs engage with Datadog’s Premier customers not only via standard technical support channels, but also get involved via cadence calls, business reviews, and side projects. You 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 Premier customer 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 understand their specific environment
• Reproduce customer issues and assist customers implementing 1,000+ Datadog integrations
• Handle urgent escalation requests that may result in customer-facing troubleshooting calls, and internal or external incident management
• Build subject matter expertise in many Datadog product areas
• Autonomously troubleshoot complex and/or high-priority customer issues without guidance
• Drive product and engineering conversations based on needs, use cases, and problems learned during client interactions
• Provide mentorship to junior members of the team and serve as their escalation partner
• Participate in routine health check meetings with Premier customers
• Build out and improve documentation and knowledge base articles for a variety of technologies

Who You Are:

• 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

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: $96,000—$128,000 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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