Requirements
- Experience
- 5+ years
Benefits
Joblaze summary
In this role, the Technical Support Engineer 3 at Datadog engages with Premier customers to address technical inquiries and troubleshoot complex issues, ensuring a high level of customer satisfaction. The position requires expertise in programming, Linux, and cloud technologies, along with a strong problem-solving mindset. Ideal candidates have over five years of experience in technical support within a SaaS environment and are comfortable working autonomously. Datadog fosters a collaborative culture, emphasizing continuous learning and mentorship within its hybrid workplace.
Joblaze insights
- Listed about a month ago on Joblaze — tracked directly from Datadog's career page.
- Datadog has 437 other open roles including Engineering Manager l - AI Platform - Evaluation & Annotation, Distinguished Architect, AI, Customer Success Associate - Dublin (DACH).
- 848 active SaaS roles on Joblaze right now.
- 399 active Cloud roles on Joblaze right now.
- 377 active Linux roles on Joblaze right now.
- Salary band is below the typical range for Other (median ~$115,000).
Quick facts
- Is the Technical Support Engineer 3, Premier - San Francisco role remote?
- It's hybrid — Datadog expects some on-site time in San Francisco, California, USA.
- What's the salary range?
- Datadog lists $96,000–$140,000 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Technical Support Engineer 3, Premier - San Francisco role.
- Where is the role based?
- Datadog is hiring for this position in San Francisco, California, USA.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Cloud, Technical Support, SaaS, IaaS, Linux, PaaS.
- What seniority level is this role?
- Datadog targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Support Engineer 3, Premier - San Francisco role at Datadog.
From the original posting
We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Technical Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog. PSEs engage with Datadog’s Premier customers not only via standard technical support channels, but also get involved via cadence calls, business reviews, and side projects. You will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.
At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.
What You’ll Do:
- Respond to Premier customer 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 understand their specific environment
- Reproduce customer issues and assist customers implementing 1,000+ Datadog integrations
- Handle urgent escalation requests that may result in customer-facing troubleshooting calls, and internal or external incident management
- Build subject matter expertise in many Datadog product areas
- Autonomously troubleshoot complex and/or high-priority customer issues without guidance
- Drive product and engineering conversations based on needs, use cases, and problems learned during client interactions
- Provide mentorship to junior members of the team and serve as their escalation partner
- Participate in routine health check meetings with Premier customers
- Build out and improve documentation and knowledge base articles for a variety of technologies
Who You Are:
- Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience)
- A problem-solver with experience in programming, Linux and networks. Cloud technology experience is preferred.
- Self-motivated, detail-attentive, with a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- A decision maker but knows when the decision should be escalated
- Have been in a Premium/Enterprise technical support role previously
- Knowledgeable of current infrastructure, monitoring solutions and technologies
- Able to work a rotating schedule that requires weekend availability
Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.
Benefits and Growth:
- Best-in-breed onboarding
- Generous global benefits
- Intra-departmental mentor and buddy program for in-house networking
- New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
- Continuous professional development, product training, and career pathing
- An inclusive company culture, able to join our Community Guilds and Inclusion Talks
Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.
#LI-Hybrid
Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.
About Datadog:
Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.
Equal Opportunity at Datadog:
Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.
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Privacy and AI Guidelines:
Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.