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Job Description
Senior Technical Escalations Engineer (Continuous Profiler)
As a key member of our Technical Solutions team, you will play a critical role in educating potential clients and ensuring existing customers are happy and successful.
About the Role
- Investigate highly complex customer escalations and lead technical calls with clients.
- Partner with our Technical Enablement team to maintain documentation and knowledge base articles.
- Prepare the worldwide Technical Support Engineering team for new products and features.
- 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.
- Actively work on defining and completing quarterly OKRs for your product area.
About You
- 5+ years of experience in multi-channel technical support at a SaaS company.
- Self-motivated, detail-attentive, strong communication skills, and 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 or Go and a basic knowledge of Linux.
- Active contributor to open-source projects and the Engineering Community.
- Experienced using Zendesk, Jira, Confluence, or similar software.
- Experienced administering a Windows environment or knowledgeable about the Windows operating system.
- Experienced with monitoring Java applications using mBeans.
- Computer Science or Engineering major.
About Datadog
Datadog is a global SaaS business delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks.
Benefits and Growth
- Best-in-breed onboarding.
- 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.