Technical Support Engineer 2

The shape of it

In the posting’s own words

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. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog.

What it asks for · 9

• Experienced in multi-channel technical support at a SaaS company (2+ years of related experience)
• Experienced using Zendesk, Jira, Confluence, or similar software
• An engineer with previous technical troubleshooting and/or programming experience
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• An effective written and verbal communicator
• A tinkerer with some programming experience and a basic knowledge of Linux
• Able to work a rotating schedule that requires weekend availability
• Fluent in written and spoken English and Japanese as this role will interact with stakeholders, locally and globally

What the job covers

• Engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
• Reproduce technical issues and dive into Datadog’s 1000+ integrations
• Become demo certified and lead a three-pillar demo to customers
• Participate in product conversations with internal teams based on feedback from client interactions
• Train as a highly knowledgeable specialist in one or more Datadog product area(s)
• Work from a Datadog office 3 - 5 days per week

Tools and skills named

Words the posting leans on

• technical7×
• customers4×
• product4×
• clients3×
• demo3×
• technical support3×
• experienced2×
• multi-channel technical2×
• office2×
• programming experience2×
• value2×
• written2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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