Datadog
Technical Support Engineer 3, Premier - US-West
Denver, Colorado, USA; San Francisco, California, USAFrom $128kmidAdded 3 weeks ago
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
Opens the official application on the employer’s site. No login required.
Datadog
Datadog builds monitoring and observability platforms that help enterprises manage complex infrastructure and applications. The company is hiring sales engineers, technical support specialists, and technical solutions architects to drive customer success, deliver expert technical assistance, and architect enterprise platforms.
- Website
- datadoghq.com
Likely interview questions
- Tell us about your experience providing technical support for Premier or Enterprise customers at a SaaS/PaaS/IaaS company. How did you handle their expectations differently from standard support?
- Describe a time when you had to troubleshoot a complex customer issue involving multiple integrations or infrastructure components. What was your approach?