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