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Datadog is seeking a Technical Support Engineer 2 for its Premier Support team in São Paulo. In this role, you will be the primary technical expert supporting Datadog's Premier Customer base, handling multi-channel technical requests via email, chat, and video calls while educating clients on platform usage.
Key responsibilities include responding to technical client requests on a fast-paced team, developing relationships with end users at Premier Customers, and working hand-in-hand to resolve their questions. You will participate in routine health check meetings with Premier Customers, reproduce product and configuration issues, and efficiently troubleshoot Datadog's 700+ integrations. Additionally, you will build out internal documentation and knowledge base articles, and drive product and engineering conversations based on customer needs and use cases. The role requires working from the Datadog office 3-5 days per week in a hybrid arrangement.
You should have 2+ years of experience in multi-channel technical support at a SaaS company, with some programming experience and basic Linux knowledge. Previous experience in Premium/Enterprise technical support roles is required. You must be knowledgeable of current infrastructure and monitoring solutions and technologies, and be a self-motivated, detail-attentive individual with a desire for continuous learning. A critical thinker with a client-centric approach, you should be a decision maker who knows when to escalate. Bilingual Portuguese and English fluency is essential for this São Paulo-based position.
Datadog values continuous learning and encourages applications from passionate technologists even if you don't meet all qualifications on day one. The company offers best-in-breed onboarding, generous global benefits, intra-departmental mentor and buddy programs, new hire stock equity (RSUs) and employee stock purchase plans (ESPP), continuous professional development, and an inclusive company culture with community guilds and inclusion talks.
