Technical Support Engineer • Mid-Level

Who you are

You have over 2 years of experience in multi-channel technical support within a SaaS company, where you've developed a strong understanding of customer needs and technical solutions. You possess programming experience and have a foundational knowledge of Linux, allowing you to troubleshoot effectively and provide solutions to clients. You are a self-motivated individual who pays attention to detail and is eager to engage in continuous learning to enhance your skills. Your critical thinking abilities enable you to approach problems logically, and you know when to escalate decisions to ensure the best outcomes for clients. You have experience in premium or enterprise technical support roles, which has equipped you with the skills to handle complex customer inquiries and provide exceptional service. You are familiar with current infrastructure and monitoring solutions, which helps you understand the technical landscape in which you operate.

What you'll do

In this role, you will respond promptly to customer requests via phone, chat, and tickets while continuously educating them on how to use the Datadog platform effectively. You will build relationships with clients to accurately understand their unique environments and needs. You will reproduce issues and provide detailed explanations regarding the over 600 integrations that Datadog supports. Additionally, you will create documentation and knowledge base articles on various technologies to assist both clients and internal teams. You will facilitate product conversations based on the needs and issues learned from client interactions, ensuring that their feedback is incorporated into future developments. Regular health check meetings with premium clients will be part of your responsibilities, allowing you to maintain strong relationships and ensure their ongoing satisfaction with Datadog's services.

What we offer

Datadog provides an inclusive corporate culture that values relationships and collaboration, fostering creativity among employees. You will benefit from the best onboarding experience and ongoing professional development, including product training and clear career paths. New employees are granted stock options and can participate in the employee stock purchase program. You will have opportunities to network within the company through mentorship and buddy programs. Comprehensive healthcare benefits and a corporate retirement plan (401K) are also part of the package. Datadog understands that work-life harmony is essential, and they operate as a hybrid workplace to accommodate various employee needs.