Technical Support Engineer 2
Provides multi-channel technical support for Datadog customers, reproduces issues across integrations, and delivers product demos. The role requires 2+ years of SaaS support experience, troubleshooting or programming skills, basic Linux knowledge, and fluency in English and Japanese.
About the job
Responsibilities
- Engage with customers through ticketing, live chat, and screen-sharing tools to identify and resolve technical support requests while educating clients on the platform.
- Reproduce technical issues and investigate Datadog’s 1,000+ integrations.
- Become demo certified and lead three-pillar customer demos.
- Share customer feedback in product discussions with internal teams.
- Develop deep expertise in one or more Datadog product areas.
- Work from a Datadog office 3–5 days per week.
Requirements
- 2+ years of multi-channel technical support experience at a SaaS company.
- Experience with Zendesk, Jira, Confluence, or similar software.
- Technical troubleshooting and/or programming experience.
- Basic knowledge of Linux and some programming experience.
- Self-motivated, detail-oriented, and committed to continuous learning.
- Critical thinker with a client-centric approach.
- Strong written and verbal communication skills.
- Availability for a rotating schedule, including weekends.
- Fluency in written and spoken English and Japanese.
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 Community Guilds and Inclusion Talks.
Skills
SaaS, Zendesk, Jira, Confluence, Linux, Technical Troubleshooting, Programming, Live Chat
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