Technical Support Engineer 3, Premier - San Francisco

About this role

Datadog seeks an experienced Premier Technical Support Engineer to provide expert-level technical assistance to enterprise customers, troubleshoot complex infrastructure issues, and mentor junior team members in a fast-paced hybrid environment.

What you'll do

• Respond to Premier customer support requests across multiple channels while educating clients on Datadog platform usage
• Build and maintain relationships with enterprise customers to understand their technical environments and needs
• Troubleshoot complex customer issues independently, including reproducing problems and supporting 1,000+ integrations
• Handle urgent escalations and participate in incident management and customer-facing troubleshooting calls
• Mentor junior support engineers and serve as their escalation partner
• Develop documentation, knowledge base articles, and drive product feedback based on customer interactions

What they're looking for

• 5+ years multi-channel technical support in PaaS/IaaS/SaaS environments
• Programming and scripting experience
• Linux and networking expertise
• Cloud technology knowledge
• Infrastructure and monitoring solutions
• Problem-solving and troubleshooting
• Client-centric communication
• Decision-making and escalation judgment

Benefits

• Competitive salary ($96,000–$140,000 USD) with equity (RSUs) and ESPP
• Comprehensive healthcare, dental, and mental health benefits
• 401(k) plan with company match
• Paid time off and fitness reimbursements
• Professional development and product training
• Mentor programs, community guilds, and inclusive company culture