Datadog is seeking a strategic, results oriented Director to lead and scale our Technical Support Engineering (TSE) organization across LATAM. This leader will be responsible for strengthening and expanding our regional support presence, building high-performing teams, and ensuring operational excellence as we continue our rapid growth.You will lead a team of managers and support engineers in our LATAM region, partnering cross-functionally to deliver exceptional customer outcomes and consistent global standards.
A t 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:
- Lead, develop, and scale a multi-country Technical Support Engineering organization across LATAM
- Evaluate and launch new support locations within LATAM as customer growth requires
- Act as the owner for your team’s metrics and performance - partnering closely with upper management and HR on performance management and employee issues
- Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion.
- Lead regional hiring efforts to attract and retain top technical talent in competitive LATAM markets. Ensure that all quarterly hiring targets for the region and functional area are met
- Ensure the successful onboarding and development of Technical Support Engineers
- Drive cross-functional projects or initiatives to improve team productivity, process, or procedure
- Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary
- Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
- Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation
Who You are:
- 8+ years of experience in Technical Support, Solutions Engineering, or a related technical customer-facing function
- 5+ years of experience leading manager of managers in a multi-layered organization
- Proven experience building or scaling teams from zero in new locations or emerging markets
- Experience managing teams across multiple countries, with demonstrated ability to navigate cultural and operational differences
- Strong familiarity with LATAM customer segments and regional business nuances
- Demonstrated ability to implement consistent performance standards across distributed teams
- A critical thinker who defaults to a customer-centric approach.
- Passionate about using analytics to drive informed decision-making and optimize process