Support Engineer • Mid-Level

Who you are

You have a strong background in technical support, ideally with experience in customer-facing roles where you've developed relationships with clients. You understand the importance of customer satisfaction and are committed to helping clients succeed with the products they use. Your communication skills are top-notch, allowing you to explain complex technical concepts in a clear and concise manner. You thrive in a collaborative environment and enjoy working with cross-functional teams to solve problems. You are adaptable and can handle a variety of tasks, from responding to client requests to participating in health check meetings. You have a proactive approach to learning and are eager to deepen your knowledge of Datadog's extensive integrations and features.

Desirable

Experience with Datadog's platform is a plus, as is familiarity with technical documentation and knowledge base article creation. A background in software engineering or IT support can also enhance your ability to assist customers effectively.

What you'll do

In this role, you will respond to client requests through various channels, including phone, chat, and tickets, ensuring timely and effective support. You will develop strong relationships with Premier Customers, gaining a deep understanding of their unique environments and needs. Your responsibilities will include reproducing issues and diving into the 600+ integrations that Datadog supports, which will require a keen analytical mindset. You will also contribute to building out documentation and knowledge base articles, helping to create resources that empower customers to use the platform effectively. Additionally, you will drive product conversations based on insights gathered during client interactions, ensuring that customer feedback is communicated to the product team. Participation in routine health check meetings with Premier Customers will be essential to monitor their satisfaction and success with Datadog's offerings.

What we offer

Datadog values a collaborative office culture that fosters creativity and teamwork. As part of a hybrid workplace, you will have the flexibility to balance your work and personal life while contributing to a dynamic team. You will have opportunities for professional growth and development, as well as the chance to make a significant impact on customer success. Datadog is committed to ensuring that its employees feel valued and supported in their roles, providing a work environment that encourages innovation and excellence.