Director – Technical Support Engineering
Posted on 3/4/2023

5,001-10,000 employees

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.
Denver, CO, USA
Experience Level
Desired Skills
Development Operations (DevOps)
  • A previous people manager (in particular, has experience managing a team of managers)
  • Self-motivated, detail-attentive, and have a desire to keep learning more
  • Someone with a high EQ and soft skills
  • A critical thinker who defaults to a customer-centric approach
  • Experienced in successful implementation of process and procedure in a scaling region
  • Exceptional with written and oral communication
  • Able to think creatively and strategically about a wide variety of challenges
  • Experience working in a Support Engineering organization
  • Manage, develop, and mentor a fast-paced team of Support Engineering Managers, who in turn manage teams of 4-6 Technical Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog's 400+ integrations
  • Partner with Support Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale
  • Ensure the successful onboarding and development of Technical Support Engineers
  • Oversee all projects and initiatives within the region and functional area that Managers are responsible for and ensure successful and timely completion of said projects
  • Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded
  • Review and help prioritize Support Engineering escalations
  • Assist with incident response during outages/incidents, communicating with customers and providing info to our internal teams
  • Conduct regular 1:1's with team members to provide constructive feedback and skills development
  • Assist recruiting efforts to find and hire top talent within your region
  • Responsible for ensuring that all quarterly hiring targets for the region and functional area are met
  • Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation
Desired Qualifications
  • Knowledge of current monitoring solutions, DevOps tooling, and related technologies
  • Formal education and/or training in management skills or strategies
  • Previous experience working in a hypergrowth organization
  • CS or Engineering degree