Senior Technical Support Engineer

Senior Technical Support Engineer

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.

We are hiring candidates to work out of the following location: Ciudad de México, MEX

What You’ll Do:

• Engage with customers via multiple channels (ticketing system, live chat, phone and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
• Reproduce technical issues and dive into Datadog’s 400+ integrations
• Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management
• Autonomously troubleshoot complex and/or high-priority customer issues without guidance
• Become a subject matter expert in many Datadog product areas
• Drive product conversations based on needs and problems learned during client interactions
• Lead high-complexity demos regarding specific and advanced use cases
• Provide mentorship to junior members of the team and serve as their escalation partner
• 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)
• Experienced with APIs, REST calls and an understanding of Network terminologies 
• Experienced using Zendesk, Jira, Confluence, or similar software
• Familiar with one or more Cloud technologies
• An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
• A strong mentor to your technical peers 
• A critical thinker who defaults to a client-centric approach
• Self-motivated, detail-attentive, and able to continuously learn
• Able to work a rotating schedule that requires weekend availability
• Bilingual in English and Spanish, ability to read, understand and speak/communicate ideas with native speakers

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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