Senior Technical Support Engineer-US-West
Updated on 5/17/2023
San Francisco, CA, USA • Denver, CO, USA
Experience Level
Desired Skills
  • Experienced in multi-channel technical support at a SaaS company (5+ years of related experience)
  • Experienced with APIs, REST calls and an understanding of Network terminologies
  • Experienced using Zendesk, Jira, Confluence, or similar software
  • Familiar with one or more Cloud technologies
  • 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 who defaults to a client-centric approach
  • Self-motivated, detail-attentive, and able to continuously learn
  • Able to work a rotating schedule that requires weekend availability
  • Engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
  • Reproduce technical issues and dive into Datadog's 400+ integrations
  • Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management
  • Autonomously troubleshoot complex and/or high-priority customer issues without guidance
  • Become a subject matter expert in many Datadog product areas
  • Drive product conversations based on needs and problems learned during client interactions
  • Lead high-complexity demos regarding specific and advanced use cases
  • Provide mentorship to junior members of the team and serve as their escalation partner
  • Work from a Datadog office 3 - 5 days per week
Datadog offers monitoring and analytics for cloud-based workflows.
Company Overview
Datadog is on a mission to build the best platform in the world for engineers to understand and scale their systems, applications, and teams. The company operates a monitoring & analytics tool for IT and DevOps teams that can be used to determine performance metrics as well as event monitoring for infrastructure and cloud services.