Senior Technical Escalations Engineer (APM) - EMEA

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog.

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:

• Become a subject matter expert for APM
• Investigate highly complex customer escalations, lead technical calls with clients, and handle complex issues about customers' issues in your product area 
• Partner with our Technical Enablement team to maintain documentation and knowledge base articles for a variety of technologies within your area(s) of expertise
• Prepare the worldwide Technical Support Engineering team for new products and features, ensuring the technical proficiency of the team
• Run office hours and lead training sessions for the Technical Support Engineering team
• Partner with Engineering on tracking and addressing high-priority escalations
• Provide mentorship to junior members of the team through trainings, coaching, and general guidance
• Actively work on defining and completing quarterly OKRs for your product area
• Work from a Datadog office 3 - 5 days per week 

Who You Are:

• Experienced in multi-channel technical support at a SaaS company (5+ years of related experience)
• Self-motivated, detail-attentive, strong communication (written and verbal) and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• Able to pick up new skills quickly and come up with creative solutions to complex problems
• Confident in your skills with Python, Go and a basic knowledge of Linux
• Experienced using Zendesk, Jira, Confluence, or similar software
• Experienced administering a Windows environment, or knowledgeable about the Windows operating system
• Experienced using a Tracing product or knowledge about what Tracing is.
• Experienced building Web Apps
• Bonus points if you have experience with: Java, .Net or PHP
• Someone who studied a Computer Science or Engineering major

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.

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