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Technical Escalations Specialist
2 months ago
We are seeking a highly skilled Technical Escalations Specialist to join our team at Datadog. As a Technical Escalations Specialist, you will be responsible for investigating customer escalations, leading technical calls with clients, and handling high-priority issues related to Datadog Synthetic and Real User Monitoring.
Key Responsibilities- Technical Knowledge Development: Develop in-depth knowledge of Datadog Synthetic and Real User Monitoring, staying up-to-date with the latest features and technologies.
- Customer Escalation Management: Investigate and resolve complex customer escalations, working closely with clients to understand their issues and provide timely solutions.
- Documentation and Knowledge Base: Create and maintain high-quality documentation and knowledge base articles for various technologies in the product area, ensuring that customers have access to accurate and reliable information.
- Training and Development: Run office hours and lead learning sessions for the Solutions team, sharing your expertise and knowledge to help others grow and develop.
- Product Readiness: Prepare the worldwide Solutions team for new products and features, ensuring that they have the necessary technical proficiency to support customers.
- Collaboration and Partnership: Partner with Engineering and Product teams to identify areas of improvement and develop solutions that better serve our customers.
- Technical Expertise: Strong technical background, with a basic knowledge of Linux and experience with technical support or solutions engineering.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to work effectively with clients, colleagues, and other stakeholders.
- Problem-Solving: Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
- Continuous Learning: Self-motivated and detail-attentive, with a desire for continuous learning and professional growth.
- Competitive Compensation: A competitive salary and equity package, with opportunities for growth and advancement.
- Professional Development: Ongoing training and development opportunities, including product training and career development programs.
- Collaborative Environment: A dynamic and collaborative work environment, with a diverse team of professionals who share a passion for technology and customer success.
