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.
Responsibilities
- Respond to Premier customer 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 understand their specific environment.
- Reproduce customer issues and assist customers implementing 1,000+ Datadog integrations.
- Handle urgent escalation requests that may result in customer-facing troubleshooting calls, and internal or external incident management.
- Build subject matter expertise in many Datadog product areas.
- Autonomously troubleshoot complex and/or high-priority customer issues without guidance.
- Drive product and engineering conversations based on needs, use cases, and problems learned during client interactions.
- Provide mentorship to junior members of the team and serve as their escalation partner.
- Participate in routine health check meetings with Premier customers.
- Build out and improve documentation and knowledge base articles for a variety of technologies.
Requirements
- Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience).
- A problem-solver with experience in programming, Linux and networks. Cloud technology experience is preferred.
- Self-motivated, detail-attentive, with a desire for continuous learning.
- A critical thinker who defaults to a client-centric approach.
- A decision maker but knows when the decision should be escalated.
- Have been in a Premium/Enterprise technical support role previously.
- Knowledgeable of current infrastructure, monitoring solutions and technologies.
- Able to work a 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.