Technical Support Engineer 2, Premier

Responsibilities

• Respond to client requests via phone, chat, and tickets while educating clients on the platform.
• Develop relationships with Premier Customers and understand their distinct environments.
• Reproduce issues and investigate Datadog’s 600+ integrations.
• Build documentation and knowledge-base articles for a variety of technologies.
• Drive product conversations based on needs and problems identified during client interactions.
• Participate in routine health-check meetings with Premier Customers.
• Work from a Datadog office 3–5 days per week.

Requirements

• 2+ years of experience in multi-channel technical support at a SaaS company.
• Programming experience and basic Linux knowledge.
• Self-motivated, detail-oriented, and committed to continuous learning.
• Critical thinker with a client-centric approach.
• Able to make decisions and recognize when escalation is appropriate.
• Previous Premium or Enterprise technical support experience.
• Knowledge of current infrastructure, monitoring solutions, and related technologies.
• Availability for a rotating schedule that includes weekends.
• Fluency in written and spoken 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 access to Community Guilds and Inclusion Talks.
• Benefits may vary based on country of employment and employment type.
• Healthcare, dental, parental planning, mental health benefits, 401(k) plan and match, paid time off, fitness reimbursements, and discounted employee stock purchase plan.

Compensation

• Estimated yearly salary: $81,000–$108,000 USD
• The role may also include equity and variable compensation.