Manager I, Technical Support Engineering

Responsibilities

• Manage, develop, and mentor a fast-paced team of Solutions Engineers who respond to client requests, reproduce and troubleshoot issues, and work with Datadog integrations.
• Ensure successful onboarding of new Solutions Engineers.
• Triage Solutions Engineering queues and work with Product and Engineering on urgent matters.
• Review and prioritize Solutions Engineering escalations, and follow up with customers in Japan.
• Dispatch customer requests as part of a queue rotation schedule.
• Oversee demo training and assist with demo certification.
• Assist with incident response during outages and incidents, communicating with customers and sharing customer information with internal teams.
• Build documentation and knowledge base articles for a variety of technologies.

Requirements

• Previous experience leading a team, with a passion for people management and/or mentorship.
• Self-motivated, detail-oriented, and committed to continuous learning.
• Critical thinker with a client-centric approach.
• Programming experience and basic knowledge of Linux.
• Fluent written and spoken English and Japanese.
• Able to work a rotating schedule, including weekends.

Benefits

• Best-in-breed 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, including Community Guilds and Inclusion Talks.