Technical Support Engineer 2, Premier - San Francisco

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog.

PSEs engage with Datadog’s Premier Customers via standard technical support channels, but are also involved with cadence calls, demos/presentations, conferences, and various side projects. You will work directly with Datadog’s Premier Customer base, and will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.

• Respond to client requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform

• Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment

• Reproduce issues and dive into the 600+ integrations that Datadog works with

• Build out documentation and knowledge based articles for a variety of technology

• Drive product conversations based on needs and problems learned during client interactions

• Participate in routine health check meetings with Premier Customers

• Experienced in multi-channel technical support at a SaaS company (2+ years of related experience)

• A tinkerer with some programming experience and a basic knowledge of Linux

• Self-motivated, detail-attentive, and have a desire for continuous learning

• A critical thinker who defaults to a client-centric approach

• A decision maker but know when the decision should be escalated

• Have been in a Premium/Enterprise technical support role previously

• Knowledgeable of current infrastructure and monitoring solutions and technologies

• Able to work a rotating schedule that requires weekend availability

• Intra-departmental mentor and buddy program for in-house networking

• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)

• An inclusive company culture, able to join our Community Guilds and Inclusion Talks