Technical Support Engineer 2, Premier - Denver

About the role

The Technical Solutions team at Datadog enables worldwide growth by educating potential clients and ensuring existing customers are happy and successful. Premier Support Engineers (PSEs) assist prospects and customers with technical questions about Datadog, engaging with Premier Customers via standard technical support channels and participating in various side projects.

Responsibilities

- Respond to client requests (phone / chat / tickets) on a fast-paced team while educating clients on Datadog's platform - Develop relationships with Premier Customers to understand their unique environments - Reproduce issues and work with 600+ Datadog integrations - Create documentation and knowledge-based articles for various technologies - Drive product conversations based on client interactions - Attend routine health check meetings with Premier Customers - Work from a Datadog office 3-5 days per week

Requirements

- At least 2 years of experience in multi-channel technical support at a SaaS company - Basic programming skills and knowledge of Linux - Self-motivated, detail-oriented, and eager to learn continuously - Critical thinker who prioritizes client needs - Decision-maker who knows when to escalate issues - Prior experience in a Premium/Enterprise technical support role - Knowledgeable about current infrastructure and monitoring solutions - Weekend availability required for rotating schedule

Qualifications

- Experience with multi-channel technical support at a SaaS company - Basic programming skills and knowledge of Linux - Self-motivated, detail-oriented, and eager to learn continuously - Critical thinker who prioritizes client needs - Decision-maker who knows when to escalate issues - Prior experience in a Premium/Enterprise technical support role - Knowledgeable about current infrastructure and monitoring solutions - Weekend availability required for rotating schedule

Skills

- Multi-channel technical support experience - Programming and Linux knowledge - Relationship-building and problem-solving skills - Client-centric approach - Decision-making abilities - Understanding of current infrastructure and monitoring solutions

Benefits

- Best-in-breed onboarding - Generous global benefits - Intra-departmental mentor and buddy program - New hire stock equity (RSUs) and employee stock purchase plan (ESPP) - Continuous professional development, product training, and career pathing - Inclusive company culture, ability to join community guilds and inclusion talks