Senior Technical Escalations Engineer (DBM)

Senior Technical Escalations Engineer (DBM)

San Francisco, California, USA

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.

What You’ll Do:

• Develop technical knowledge related to DBM and serve as a go-to technical resource for all stakeholders.
• Investigate customer escalations, lead technical calls with clients, and handle complex issues about customers' issues in your primary product area.
• Respond to customer inquiries as needed.
• Partner with our Technical Enablement team to maintain documentation and knowledge base articles for a variety of technologies within your area(s) of expertise.
• Prepare the worldwide Technical Support Engineering team for new products and features, ensuring the technical proficiency of the team.
• Run office hours and lead training sessions for the Technical Support Engineering team.
• Work from a Datadog office 3 - 5 days per week.

Who You Are:

• Experienced in multi-channel technical support at a SaaS company (2+ years of related experience).
• An exceptional written and verbal communicator.
• Self-motivated, detail-attentive, and have 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.
• Basic knowledge of Linux.
• Confident in your skills with Python or Go.
• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.).
• Experienced using Zendesk, Jira, Confluence, or similar software.
• Experienced administering a Windows environment, or knowledgeable about the Windows operating system.
• Experience with monitoring Java applications using mBeans.
• CS or Engineering major or equivalent.

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.

The reasonably estimated yearly salary for this role at Datadog is: $117,000 — $138,000 USD.

Equal Opportunity at Datadog:

Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.