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.
You will manage, develop, and mentor a fast-paced team of Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the 1000+ integrations that Datadog works with.
Key responsibilities include:
- Ensuring successful onboarding of new Support Engineers
- Helping triage Support Engineering queues and working with Product and Engineering on urgent matters
- Reviewing and helping prioritize Support Engineering escalations, and following up with customers in Korea
- Dispatching customer requests throughout the day as part of a queue rotation schedule
- Overseeing demo training and assisting in demo certification
- Assisting with incident response during outages/incidents, communicating with customers and providing internal teams with information
- Building out documentation and knowledge base articles for various technologies
To be successful in this role, you should:
- Be passionate about people management and/or mentorship with a minimum of 3 years of experience leading a team
- Be curious, self-motivated, detail-attentive, and have a desire for continuous learning
- Be a critical thinker who defaults to a client-centric approach
- Have some programming experience and basic knowledge of Linux
- Have business or native-level fluency in English and Korean (spoken and written)
- Be able to work a rotating schedule that requires weekend availability
We offer:
- 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