Technical Support Engineer 2, Premier - San Francisco

About this role

Datadog seeks a Technical Support Engineer 2 to deliver expert technical assistance to Premier customers, handling inquiries across multiple channels while building strong client relationships. You'll troubleshoot platform issues, document solutions, and influence product direction based on customer needs in a hybrid San Francisco role requiring occasional weekend availability.

What you'll do

• Respond to technical support requests via phone, chat, and tickets while educating clients on platform usage
• Build and maintain relationships with Premier Customers, understanding their specific environments and needs
• Reproduce issues and troubleshoot across 600+ Datadog integrations
• Create documentation and knowledge base articles for various technologies
• Conduct routine health check meetings and cadence calls with Premier Customers
• Provide product feedback to influence development based on customer interactions

What they're looking for

• Multi-channel SaaS technical support (2+ years experience)
• Programming experience and Linux fundamentals
• Infrastructure and monitoring technology knowledge
• Problem-solving and critical thinking
• Customer-centric communication
• Self-directed learning and attention to detail
• Enterprise/Premium support experience
• Issue reproduction and troubleshooting

Benefits

• Competitive salary ($81,000–$118,000 USD) plus equity (RSUs) and stock purchase plan
• Comprehensive healthcare, dental, and mental health coverage
• 401(k) plan with company match and paid time off
• Mentorship and buddy programs for professional development
• Hybrid work arrangement with 3–5 office days per week
• Continuous training, career pathing, and inclusive company culture