Manager 1, Premier Support Engineering

Responsibilities

• Manage, develop, coach, and mentor a team of Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and work with Datadog’s 600+ integrations.
• Own team accountability and performance, partnering with upper management on performance reviews, performance plans, and employee-relations issues.
• Ensure successful training and onboarding of new hires.
• Guide technical training, certifications, and additional learning and development.
• Build documentation and knowledge-base articles for a variety of technologies.
• Drive projects and initiatives to improve team productivity, processes, and procedures.
• Collaborate with internal teams and customers on high-priority escalations and help resolve escalations from team members.

Requirements

• 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.
• Some programming experience and basic knowledge of Linux.
• Active contribution to open-source projects and the engineering community.

Compensation and Benefits

• Annual salary range of $108,000–$144,000 USD.
• Competitive salary and equity package, which may include variable compensation.
• Healthcare, dental, parental planning, and mental health benefits.
• 401(k) plan and match.
• Paid time off, fitness reimbursements, and discounted employee stock purchase plan.
• New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• Professional development, product training, career pathing, onboarding, and mentoring programs.
• Inclusive company culture with Community Guilds and Inclusion Talks.