Customer Support Engineer
Tier 2 Support Engineer handling escalated technical tickets for a distributed SaaS networking product. Requires 4+ years SaaS support experience and strong networking fundamentals.
Technical Support Engineer 3, Premier - San Francisco
Provides technical support to Datadog's Premier Customers via phone, chat, and tickets, reproduces issues, builds documentation, and drives product conversations. Requires 5+ years in SaaS technical support, Linux knowledge, and programming experience in a hybrid office environment.
96k – 140kSan Francisco, CASupport EngineeringHybrid5+ YOE
About the role
What You’ll Do
- Respond to client requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform
- Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment
- Reproduce issues and dive into the 600+ integrations that Datadog works with
- Build out documentation and knowledge based articles for a variety of technology
- Drive product conversations based on needs and problems learned during client interactions
- Participate in routine health check meetings with Premier Customers
- Work from a Datadog office 3 - 5 days per week
Who You Are
- Experienced in multi-channel technical support at a SaaS company (5+ years of related experience)
- A tinkerer with some programming experience and a basic knowledge of Linux
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- A decision maker but know when the decision should be escalated
- Have been in a Premium/Enterprise technical support role previously
- Knowledgeable of current infrastructure and monitoring solutions and technologies
- Able to work a rotating schedule that requires weekend availability
Skills
LinuxSaaSTechnical SupportMonitoring ToolsIntegrationsProgrammingInfrastructureDatadog
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