Technical Support Engineer 3, Premier

Responsibilities

• Respond to Premier customer requests via phone, chat, and tickets while educating clients on the platform
• Develop deep relationships with Premier customers to understand their specific technical environments
• Reproduce customer issues and assist with the implementation of over 1,000 Datadog integrations
• Handle urgent escalation requests, including customer-facing troubleshooting calls and incident management
• Autonomously troubleshoot complex, high-priority customer issues
• Drive product and engineering improvements based on client use cases and feedback
• Provide mentorship to junior team members and serve as an escalation partner
• Build and improve technical documentation and knowledge base articles

Requirements

• 5+ years of multi-channel technical support experience at a PaaS, IaaS, or SaaS company
• Previous experience in a Premium or Enterprise technical support role
• Proficiency in Linux, networking, and programming
• Strong problem-solving skills and a client-centric approach
• Ability to work a rotating schedule that requires weekend availability

Preferred Qualifications

• Experience with cloud technologies
• Knowledge of current infrastructure, monitoring solutions, and observability technologies

Benefits

• Generous global benefits including healthcare, dental, and mental health support
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Intra-departmental mentor and buddy programs
• Inclusive company culture with various Community Guilds

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. Trusted globally by Fortune 500 companies, Datadog enables businesses to move faster with clarity and confidence.