Technical Support Engineer 2, Premier (US West)

$86,000 - $101,000/Yr

Datadog - Denver, CO

Full-time - Entry Level

Denver, CO

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Technical Support Engineer 2 at Datadog, you will be part of a dedicated team that serves as the in-house product experts for our clients. Your primary role will involve engaging with customers through various channels, including a ticketing system, live chat, and screensharing tools, to identify and resolve technical support requests. You will also play a crucial role in educating clients on how to effectively use the Datadog platform, ensuring their success and satisfaction with our services. This position is integral to Datadog's growth, as you will be directly contributing to customer happiness and retention. In this role, you will be expected to reproduce technical issues and explore Datadog's extensive range of over 400 integrations. You will have the opportunity to become demo certified and lead comprehensive product demonstrations to customers, showcasing the capabilities of our platform. Additionally, you will participate in product discussions with internal teams, providing valuable feedback based on your interactions with clients. As you develop your expertise, you will train to become a specialist in one or more areas of Datadog's product offerings. Datadog values a collaborative and creative office culture, and as such, you will be required to work from a Datadog office 3 to 5 days per week. This hybrid work environment is designed to foster work-life harmony, allowing you to thrive both personally and professionally.

Responsibilities

• Engage with customers via multiple channels to identify and resolve technical support requests.
• Educate clients on the use of the Datadog platform.
• Reproduce technical issues and explore Datadog's 400+ integrations.
• Become demo certified and lead a three-pillar demo to customers.
• Participate in product conversations with internal teams based on client feedback.
• Train as a specialist in one or more Datadog product areas.
• Work from a Datadog office 3 - 5 days per week.

Requirements

• 2+ years of experience in multi-channel technical support at a SaaS company.
• Experience using Zendesk, Jira, Confluence, or similar software.
• Previous technical troubleshooting and/or programming experience.
• Self-motivated and detail-oriented with a desire for continuous learning.
• Critical thinker with a client-centric approach.
• Effective written and verbal communication skills.
• Basic knowledge of Linux and some programming experience.
• Ability to work a rotating schedule that requires weekend availability.

Nice-to-haves

• Passion for technology and eagerness to grow skills.

Benefits

• Generous and competitive global and US benefits.
• New hire stock equity (RSUs) and employee stock purchase plan.
• Continuous career development and pathing opportunities.
• Product training to develop an in-depth understanding of our product and space.
• Best in breed onboarding.
• Internal mentor and buddy program cross-departmentally.
• Friendly and inclusive workplace culture.
• Healthcare, dental, parental planning, and mental health benefits.
• 401(k) plan and match.
• Paid time off.
• Fitness reimbursements.