Technical Support Engineer 1, Premier - USA

Overview

Premier Support Engineer (PSE) providing multi-channel technical support to Premier Customers and prospects, including issue reproduction, documentation, and customer-facing technical discussions in a hybrid workplace.

What you'll do

• Respond to client requests via phone, chat, and tickets.
• Educate clients on using the Datadog platform.
• Develop relationships with Premier Customers and understand their environments.
• Reproduce issues and troubleshoot across Datadog integrations.
• Build documentation and knowledge base articles.
• Drive product conversations based on needs identified in interactions.
• Participate in routine health check meetings with Premier Customers.

What you'll need

• 2+ years of related experience in multi-channel technical support at a SaaS company.
• Some programming experience.
• Basic knowledge of Linux.
• Self-motivated and detail-attentive mindset with continuous learning desire.
• Client-centric critical thinking approach.
• Ability to decide when to escalate.
• Prior experience in Premium/Enterprise technical support role.
• Knowledge of current infrastructure and monitoring solutions and technologies.
• Ability to work a rotating schedule with weekend availability.

Details

• Hybrid workplace with work from a Datadog office 3–5 days per week.
• Requires rotating schedule with weekend availability.