Senior Technical Support Specialist

1 week ago

San Francisco, California, United States Datadog Full time
About the Role

We are seeking a highly skilled and experienced Technical Solutions Expert to join our team at Datadog. As a Premier Technical Support Engineer, you will play a critical role in assisting our customers with technical questions and issues related to our platform.

Key Responsibilities
  • Provide exceptional technical support to our customers via multiple channels, including phone, chat, and tickets.
  • Develop and maintain strong relationships with our Premier Customers, working closely with them to understand their unique environments and needs.
  • Reproduce and troubleshoot complex issues, including those related to our 700+ integrations.
  • Handle urgent escalation cases, including customer-facing troubleshooting calls and internal or external incident management.
  • Build and maintain subject matter expertise in various Datadog product areas.
  • Autonomously troubleshoot complex and high-priority customer issues without guidance.
  • Drive product conversations based on customer needs and problems.
  • Provide mentorship and guidance to junior team members and serve as an escalation partner.
  • Participate in routine health check meetings with Premier Customers.
  • Develop and maintain documentation and knowledge base articles for various technologies.
Requirements
  • 5+ years of experience in multi-channel technical support at a PaaS, IaaS, or SaaS company.
  • Programming experience and basic knowledge of Linux.
  • Self-motivated, detail-attentive, and committed to continuous learning.
  • Critical thinking and a client-centric approach.
  • Decision-making skills, with the ability to escalate when necessary.
  • Previous experience in a Premium/Enterprise technical support role.
  • Knowledge of current infrastructure and monitoring solutions and technologies.
  • Ability to work a rotating schedule, including weekends.
What We Offer
  • Best-in-breed onboarding and training.
  • Generous global benefits package.
  • Intra-departmental mentor and buddy program for networking and growth opportunities.
  • New hire stock equity (RSUs) and employee stock purchase plan (ESPP).
  • Continuous professional development, product training, and career pathing.
  • An inclusive company culture, with opportunities to join our Community Guilds and Inclusion Talks.
About Datadog

Datadog is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. We champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth.

We are an Affirmative Action and Equal Opportunity Employer, 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 more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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