Director, Technical Support Engineering

Datadog is seeking a highly motivated, results oriented Director to join our high-growth organization and cutting-edge team. Our Technical Solutions team shares technical and product expertise with customers through ongoing guidance, presentations, technical evaluations, and demos.
You will be a founding member of our newly established support center in Bangalore, India. In this pivotal role, you will lead the charge in building and scaling a high-performance, customer-focused team from the ground up. You will play a key role in recruiting top talent and shaping a dynamic, results-driven culture that sets new standards for exceptional customer service

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Hire, develop and mentor the first group of Support Engineers into the Bangalore center responsible for responding to client requests, reproducing and troubleshooting issues, and working with Datadog’s 400+ integrations
• Own the performance of the center in providing high quality customer service
• Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, escalations and to implement improvements that help ensure smooth overall operation.
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
• Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion.
• Assist recruiting efforts to find and hire top talent within India. Ensure that all quarterly hiring targets for the region and functional area are met
• Drive cross-functional projects or initiatives to improve team productivity, process, or procedure
• Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary

Who You Are:

• Passionate about people management and/or mentorship with previous experience leading a team of Technical Support Engineers.
• Self-motivated, detail-attentive, and have a desire to keep learning more.
• A critical thinker who defaults to a customer-centric approach.
• Experienced in successful implementation of process and procedure in a scaling region.
• Passionate about using analytics to drive informed decision-making and optimize processes.
• Someone with a high EQ and soft skills.
• Bonus Points: 
• Previous experience in building a support organization from the ground up
• Knowledge of current monitoring solutions, DevOps tooling, and related technologies
• Previous experience working in a hyper growth organization
• CS or Engineering degree
• Able to work onsite in an office location at least 3 days a week

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth: 

• 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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.