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DatadogDatadogDenver, CO

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.

92k – 134k/yr
Hybrid5+ YOESupport Engineering

About the role

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

APIsRestNetworkingDistributed SystemsMicroservicesCloud-Native ArchitecturesCloud TechnologiesHybrid CloudMulti-CloudTroubleshooting

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