Technical Support Engineer 3, Premier - US-West

Denver, United StatesHybrid

Responsibilities

Develop relationships with our Premier customers, working hand-in-hand to understand their specific environment
Handle urgent escalation requests that may result in customer-facing troubleshooting calls, and internal or external incident management
Build subject matter expertise in many Datadog product areas
Autonomously troubleshoot complex and/or high-priority customer issues without guidance
Drive product and engineering conversations based on needs, use cases, and problems learned during client interactions
Build out and improve documentation and knowledge base articles for a variety of technologies Who You Are:

experience in programming, Linux and networks. Cloud technology experience is preferred.
Able to work a rotating schedule that requires weekend availability
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.
It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers.
Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence.
Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.

Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience)

New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
Datadog offers a competitive salary and equity package, and may include variable compensation.
Actual compensation is based on factors such as the candidate's skills, qualifications, and experience.
benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.
The reasonably estimated yearly salary for this role at Datadog is: $96,000 — $128,000 USD

The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful.
Premier Technical Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog.
PSEs engage with Datadog’s Premier customers not only via standard technical support channels, but also get involved via cadence calls, business reviews, and side projects.
You will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.
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:
Respond to Premier customer requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform
Reproduce customer issues and assist customers implementing 1,000+ Datadog integrations
Provide mentorship to junior members of the team and serve as their escalation partner
Participate in routine health check meetings with Premier customers