Federal Support Engineer 3

About the role

The Datadog Federal Support Engineering team serves as highly trusted technical advisors for Public Sector customers, operating within some of the most highly regulated and security-constrained environments. These customers include various government agencies and organizations with critical, sensitive missions.

Responsibilities

• Engage with public sector customers via multiple channels (ticketing system, live chat, calls, and screensharing tools) to identify and resolve technical support requests.
• Troubleshoot, investigate, and resolve complex technical issues in highly constrained environments across Datadog's 1000+ integrations, often with limited logs or sanitized data.
• Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management.
• Become a subject matter expert in many Datadog product areas.
• Partner with Product, Engineering, and Account teams to validate bugs and advocate for customer-impacting improvements.
• Provide mentorship to junior members of the team and serve as their escalation partner.
• Partner closely with Sales and Customer Success to remove technical blockers, support trials, and drive product adoption.
• Work from a Datadog office 3 - 5 days per week.

Qualifications

• A candidate with hands-on experience delivering technical support to public sector environments and strictly regulated workloads.
• 5+ years of experience delivering technical support within SaaS environments for highly regulated public-sector customers.
• Experienced with APIs and RESTful interfaces, with strong knowledge of networking concepts, distributed systems, microservices, and cloud-native architectures.
• Hands-on experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multi-cloud environments.
• An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences.
• A strong mentor to your technical peers.
• A critical thinker with the capacity to understand a complex technical problem.
• Self-motivated, detail-attentive, and able to continuously learn.
• Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating-system layers.
• Able to work an on-call rotating schedule that requires weekend availability.

Benefits and Growth

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks