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Datadog is seeking a Director to lead and scale the Technical Support Engineering (TSE) organization across Latin America. This strategic leadership role focuses on strengthening regional support presence, building high-performing teams, and ensuring operational excellence during rapid growth.
Key Responsibilities:
- Lead a multi-country Technical Support Engineering organization across LATAM, managing managers and support engineers
- Evaluate and launch new support locations within LATAM as customer growth requires
- Own team metrics and performance, partnering with upper management and HR on performance management and employee development
- Provide strategic guidance to managers on regional projects and initiatives
- Drive regional hiring efforts to attract and retain top technical talent, meeting quarterly hiring targets
- Ensure successful onboarding and development of Technical Support Engineers
- Lead cross-functional projects to improve team productivity, processes, and procedures
- Collaborate with internal teams and customers on high-priority escalations and incidents
- Conduct regular 1:1s with team members for constructive feedback and skills development
- Liaise with Sales, Customer Success, Engineering, and Product teams to implement workflow improvements
Required Qualifications:
- 8+ years in Technical Support, Solutions Engineering, or related technical customer-facing roles
- 5+ years leading managers in multi-layered organizations
- Proven experience building or scaling teams from zero in new locations or emerging markets
- Experience managing teams across multiple countries with ability to navigate cultural and operational differences
- Strong familiarity with LATAM customer segments and regional business nuances
- Demonstrated ability to implement consistent performance standards across distributed teams
- Customer-centric mindset with critical thinking skills
- Ability to use analytics to drive informed decision-making
- High emotional intelligence and strong soft skills
- Ability to work rotating schedule with weekend availability
Bonus qualifications include knowledge of monitoring solutions and DevOps tooling, experience in hyper-growth organizations, and CS or Engineering degree.
