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.
Responsibilities
- Engage with public sector customers via multiple channels (ticketing system, live chat, calls, and screensharing tools) to identify and resolve technical support requests.
- Troubleshoot, investigate, and resolve complex technical issues in highly constrained environments across Datadog's 1000+ integrations.
- Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management.
- Become a subject matter expert in many Datadog product areas.
- Partner with Product, Engineering, and Account teams to validate bugs and advocate for customer-impacting improvements.
- Provide mentorship to junior members of the team and serve as their escalation partner.
- Partner closely with Sales and Customer Success to remove technical blockers, support trials, and drive product adoption.
- Work from a Datadog office 3 - 5 days per week.
Requirements
- Hands-on experience delivering technical support to public-sector environments and strictly regulated workloads.
- 5+ years of experience delivering technical support within SaaS environments for highly regulated public-sector customers.
- Experienced with APIs and RESTful interfaces, with strong knowledge of networking concepts, distributed systems, microservices, and cloud-native architectures.
- Hands-on experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multi-cloud environments.
- An exceptional written and verbal communicator.
- A strong mentor to your technical peers.
- A critical thinker with the capacity to understand a complex technical problem.
- Self-motivated, detail-attentive, and able to continuously learn.
- Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating-system layers.
- Able to work an on-call rotating schedule that requires weekend availability.
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.