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Staff Technical Escalations Engineer
Syn/Rum
Confirmed live in the last 24 hours
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Confluence
JIRA
Java
Linux/Unix
Python
Zendesk
Requirements
  • Experienced in multi-channel technical support at a SaaS company (8+ years of related experience)
  • An exceptional written and verbal communicator
  • Self-motivated, detail-attentive, and have a desire for continuous learning
  • A critical thinker who defaults to a client-centric approach
  • Able to pick up new skills quickly and come up with creative solutions to complex problems
  • Basic knowledge of Linux
  • Confident in your skills with Python or Go
  • Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)
  • Experience using Zendesk, Jira, Confluence, or similar software
  • Experience administering a Windows environment, or knowledgeable about the Windows operating system
  • Experience with monitoring Java applications using mBeans
  • CS or Engineering major
Responsibilities
  • Become a subject matter expert for Synthetics/RUM
  • Investigate highly complex customer escalations, lead technical calls with clients, and handle complex issues about customers' issues in your product area
  • Partner with our Technical Enablement team to maintain documentation and knowledge base articles for a variety of technologies within your area(s) of expertise
  • Prepare the worldwide Technical Support Engineering team for new products and features, ensuring the technical proficiency of the team
  • Run office hours and lead training sessions for the Technical Support Engineering team
  • Partner with Engineering on tracking and addressing high-priority escalations
  • Provide mentorship to junior members of the team through trainings, coaching, and general guidance
  • Actively work on defining and completing quarterly OKRs for your product area
  • Work from a Datadog office 3 - 5 days per week
Datadog
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.