About the company
Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence.
Responsibilities
- 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 1000+ integrations
- Become demo certified and lead a three-pillar demo to customers
- Participate in product conversations with internal teams based on feedback from client interactions
- Train as a highly knowledgeable specialist in one or more Datadog product area(s)
- Work from a Datadog office 3 - 5 days per week
Requirements
- Experienced in multi-channel technical support at a SaaS company (2+ years of related experience)
- Experienced using Zendesk, Jira, Confluence, or similar software
- An engineer with previous technical troubleshooting and/or programming experience
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- An effective written and verbal communicator
- A tinkerer with some programming experience and a basic knowledge of Linux
- Able to work a rotating schedule that requires weekend availability
- Fluent in written and spoken English and Japanese as this role will interact with stakeholders, locally and globally
Conditions
- Best-in-breed onboarding
- Generous global benefits
- Intra-departmental mentor and buddy program for in-house networking
- New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
- Continuous professional development, product training, and career pathing
- An inclusive company culture, able to join our Community Guilds and Inclusion Talks