Technical Support Engineer 2, Premier
Provides multi-channel technical support to Datadog Premier Customers, troubleshooting platform issues and integrations while educating users and building customer relationships. Requires 2+ years of SaaS technical support experience, programming familiarity, basic Linux knowledge, and Portuguese-English bilingual fluency.
About the job
Responsibilities
- Respond to technical client requests via email, chat, and video calls while educating clients on platform usage.
- Develop relationships with end users at Premier Customers and collaborate to resolve their questions.
- Participate in routine health-check meetings with Premier Customers.
- Reproduce product and configuration issues and troubleshoot Datadog's 700+ integrations.
- Build internal documentation and knowledge-base articles.
- Drive product and engineering conversations based on customer needs and use cases.
- Work from a Datadog office 3–5 days per week.
Requirements
- 2+ years of experience in multi-channel technical support at a SaaS company.
- Programming experience and basic knowledge of Linux.
- Self-motivated, detail-oriented, and committed to continuous learning.
- Critical-thinking and client-centric approach.
- Sound decision-making and judgment about when to escalate.
- Previous Premium or Enterprise technical support experience.
- Knowledge of infrastructure and monitoring solutions and technologies.
- Bilingual Portuguese and English speaker.
Benefits
- Best-in-breed onboarding.
- Generous global benefits.
- Intra-departmental mentor and buddy program.
- New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
- Continuous professional development, product training, and career pathing.
- Inclusive company culture with opportunities to join Community Guilds and Inclusion Talks.
Skills
SaaS, Linux, Programming, Technical Support, Datadog, Infrastructure Monitoring, Product Troubleshooting, Technical Documentation
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