Technical Support Engineer 2
Provides multichannel technical support, troubleshooting, training, and product demonstrations for Datadog customers. The role requires at least two years of SaaS technical support experience, programming and Linux knowledge, strong communication skills, and business-level Japanese.
About the job
Responsibilities
- Provide ongoing training on platform usage through multiple channels, including ticketing systems, live chat, and screen-sharing tools, while identifying and resolving technical support needs.
- Reproduce technical issues and investigate Datadog’s 1,000+ integrations.
- Obtain demo certification and lead product demonstrations for customers.
- Participate in product discussions with internal teams based on customer feedback.
- Deliver training as a specialist with advanced knowledge of Datadog product areas.
- Work from the Datadog office at least three days per week.
Requirements
- 2+ years of multichannel technical support experience at a SaaS company.
- Experience using Zendesk, Jira, Confluence, or similar software.
- Engineering experience in troubleshooting and programming.
- Self-motivation, attention to detail, and a commitment to continuous learning.
- Critical-thinking skills and a customer-centric approach.
- Effective written and verbal communication skills.
- Programming experience and basic Linux knowledge.
- Availability for rotating shifts, including weekends.
- Business-level or native-level Japanese proficiency in speaking, reading, and writing.
Benefits and Growth Opportunities
- Comprehensive onboarding.
- Ongoing professional development, product training, and career paths.
- New-hire equity grants (RSUs) and an employee stock purchase plan (ESPP).
- Mentor and buddy programs.
- Inclusive culture and opportunities to participate in community guilds.
- Broad medical benefits.
- 401(k) retirement plan.
Skills
Zendesk, Jira, Confluence, Linux, Programming, Troubleshooting, Technical Support, SaaS, Live Chat, Screen Sharing
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