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.
As a Technical Support Engineer 3, Premier, you will work directly with Datadog's Premier Customer base, and 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.
What You'll Do:
- Respond to client 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 truly know their distinct environment
- Reproduce issues and dive into the 600+ integrations that Datadog works with
- Build out documentation and knowledge-based articles for a variety of technology
- Drive product conversations based on needs and problems learned during client interactions
- Participate in routine health check meetings with Premier Customers
- Work from a Datadog office 3-5 days per week
Who You Are:
- Experienced in multi-channel technical support at a SaaS company (5+ years of related experience)
- A tinkerer with some programming experience and a basic knowledge of Linux
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- A decision maker but know when the decision should be escalated
- Have been in a Premium/Enterprise technical support role previously
- Knowledgeable of current infrastructure and 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