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Salary: USD 96,000 - 128,000 / annual
Datadog is seeking an experienced Technical Support Engineer 3 for its Premier Technical Solutions team. This role focuses on providing expert-level technical support to Datadog's Premier customers, serving as a trusted advisor for complex infrastructure and observability challenges.
Key responsibilities include responding to Premier customer requests via phone, chat, and tickets while educating clients on platform capabilities. You'll develop deep relationships with Premier customers, understanding their specific environments and use cases. The role involves reproducing customer issues, assisting with implementation of 1,000+ Datadog integrations, and handling urgent escalations that may require customer-facing troubleshooting calls and incident management.
You'll build subject matter expertise across multiple Datadog product areas and autonomously troubleshoot complex, high-priority issues. The position includes mentoring junior team members, participating in routine health check meetings with Premier customers, and driving product feedback conversations based on customer needs and problems discovered during interactions. You'll also contribute to improving documentation and knowledge base articles.
Required qualifications include 5+ years of multi-channel technical support experience at a PaaS, IaaS, or SaaS company, with previous Premium/Enterprise technical support role experience. You should have strong problem-solving skills with experience in programming, Linux, and networking. Cloud technology experience is preferred. The ideal candidate is self-motivated, detail-oriented, client-centric, and knowledgeable about current infrastructure and monitoring solutions. The role requires availability for a rotating schedule including weekend coverage.
Datadog offers competitive compensation, equity (RSUs), comprehensive benefits including healthcare and mental health support, professional development opportunities, and an inclusive company culture with mentorship programs.
