Federal Support Engineer 3
Provide technical support and troubleshooting for public sector customers using Datadog in highly regulated environments. Requires 5+ years SaaS support experience, cloud and networking expertise, and strong communication skills.
About the job
What You’ll Do
- Engage with public sector customers via multiple channels (ticketing system, live chat, calls, and screensharing tools) to identify and resolve technical support requests.
- Troubleshoot, investigate, and resolve complex technical issues in highly constrained environments across Datadog's 1000+ integrations, often with limited logs or sanitized data.
- Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management.
- Become a subject matter expert in many Datadog product areas.
- Partner with Product, Engineering, and Account teams to validate bugs and advocate for customer-impacting improvements.
- Provide mentorship to junior members of the team and serve as their escalation partner.
- Partner closely with Sales and Customer Success to remove technical blockers, support trials, and drive product adoption.
- Work from a Datadog office 3-5 days per week.
Who You Are
- Hands-on experience delivering technical support to public-sector environments and strictly regulated workloads.
- 5+ years of experience delivering technical support within SaaS environments for highly regulated public-sector customers.
- Experienced with APIs and RESTful interfaces, with strong knowledge of networking concepts, distributed systems, microservices, and cloud-native architectures.
- Hands-on experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multi-cloud environments.
- An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences.
- A strong mentor to your technical peers.
- A critical thinker with the capacity to understand a complex technical problem.
- Self-motivated, detail-attentive, and able to continuously learn.
- Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating-system layers.
- Able to work an on-call rotating schedule that requires weekend availability.
Skills
APIs, Rest, Networking, Distributed Systems, Microservices, Cloud-Native Architectures, Cloud Technologies, Hybrid Cloud, Multi-Cloud, Troubleshooting
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