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 2, Premier, you will work directly with Datadog's Premier Customer base and be immersed in an environment where you will expand your knowledge and skill set, be challenged, and witness your contributions to Datadog and our clients.
What You'll Do:
- Respond to technical client requests (email / chat / video call) on our fast-paced team while educating our clients on the use of the platform
- Develop relationships with end-users at Premier Customers, working hand-in-hand to resolve their questions
- Participate in routine health check meetings with Premier Customers
- Reproduce product and configuration issues and efficiently troubleshoot the 700+ integrations that Datadog works with
- Build out internal documentation and knowledge-based articles
- Drive product and engineering conversations based on customer needs and use cases
- Work from a Datadog office 3-5 days per week
Who You Are:
- Experienced in multi-channel technical support at a SaaS company (2+ 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 knows 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
- Bilingual Portuguese and English speaker
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