Technical Support Engineer 3, Premier - San Francisco

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

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.

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

—

$140,000 USD

About Datadog

Datadog (NASDAQ: DDOG) 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. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. 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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