Technical Support Engineer 3, Premier
Provides multi-channel technical support and platform guidance to Datadog’s Premier Customers, reproducing issues, investigating integrations, and building customer relationships. The role requires 5+ years of SaaS technical support experience, programming familiarity, Linux knowledge, and weekend availability.
About the job
Responsibilities
- Respond to client requests via phone, chat, and tickets while educating clients on platform use.
- Develop relationships with Premier Customers and understand their distinct environments.
- Reproduce issues and investigate Datadog’s 600+ integrations.
- Create documentation and knowledge base articles for varied technologies.
- Drive product conversations based on needs and problems identified during client interactions.
- Participate in routine health-check meetings with Premier Customers.
- Work from a Datadog office 3–5 days per week.
Requirements
- 5+ years of related 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 thinker with a client-centric approach.
- Able to make decisions and recognize when escalation is needed.
- Previous Premium or Enterprise technical support experience.
- Knowledge of current infrastructure, monitoring solutions, and related technologies.
- Able to work a rotating schedule, including weekends.
Benefits
- Best-in-class 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 access to Community Guilds and Inclusion Talks.
Skills
SaaS, Linux, Programming, Technical Support, Infrastructure, Monitoring Solutions, Datadog Integrations, Knowledge Base Documentation
Similar jobs
Support Engineering jobs
Wiz
Sao Paulo, Brazil
Leads a technical support engineering team, owns escalations and performance management, and builds scalable automation for customer support. Requires 5+ years managing cloud infrastructure, Kubernetes expertise, and at least 1 year leading external SaaS support teams.
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
Datadog
Dublin, IrelandInvestigates complex Database Monitoring escalations, debugs Datadog Agent integrations, and partners with Engineering and Product to improve customer outcomes. The role requires strong troubleshooting, Python code-reading, database expertise, and the ability to mentor global support teams.
CommandLink
ArgentinaSupports and delivers managed network services for business customers, troubleshooting SD-WAN, circuits, VoIP, VPNs, routers, and firewalls. Requires 3–5 years of networking experience, strong routing and firewall knowledge, and preferably CCNA or CCNP certification.
ConductorOne
Remote
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.