Technical Support Engineer • Mid-Level

Who you are

You have over 2 years of experience in multi-channel technical support at a SaaS company, where you've developed a strong understanding of customer needs and technical troubleshooting. Your background includes using tools like Zendesk, Jira, and Confluence, which you leverage to provide effective solutions to clients. You are detail-oriented and self-motivated, always striving to improve customer satisfaction through your technical expertise. Your engineering experience allows you to dive deep into technical issues, reproducing problems and providing insightful solutions. You thrive in a collaborative environment, valuing the relationships you build with both customers and team members. You are eager to become a demo certified expert in Datadog's product areas, sharing your knowledge with clients to enhance their experience.

Desirable

Experience with Datadog products or similar SaaS platforms is a plus, as is familiarity with technical presentations and demos. You are comfortable engaging with clients through various channels, including ticketing systems, live chat, and screensharing tools, ensuring that you can effectively communicate complex technical concepts in an understandable manner.

What you'll do

In this role, you will engage with customers through multiple channels to identify and resolve technical support requests, ensuring that they are educated on how to effectively use the Datadog platform. You will reproduce technical issues and dive into Datadog’s extensive integrations, becoming a knowledgeable specialist in one or more product areas. You will lead product demos, showcasing the capabilities of Datadog to potential clients and helping existing customers maximize their use of the platform. Your contributions will directly impact customer satisfaction and retention, as you work closely with internal teams to relay feedback from client interactions. You will participate in product conversations, providing insights based on your technical support experiences. This role requires you to work from a Datadog office 3 to 5 days per week, fostering a collaborative office culture that values creativity and teamwork.

What we offer

Datadog offers a hybrid workplace that promotes work-life harmony, allowing you to balance your professional and personal commitments. You will be part of a dynamic team that values collaboration and innovation, contributing to the company's worldwide growth. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives. Join us at Datadog, where your contributions will be recognized and valued as we work together to ensure our customers are happy and successful.