Manager 1, Premier Support Engineering - Denver

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 · 5

• Passionate about people management and/or mentorship with previous experience leading a team
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• A tinkerer with some programming experience and a basic knowledge of Linux
• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)

What the job covers

• Manage, develop, coach and mentor a team of Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 600+ integrations
• Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports
• Ensure successful training and onboarding of new hires
• Guide the team through technical-training, certificates and additional learning and development needs
• Build out documentation and knowledge base articles for a variety of technologies
• Drive projects or initiatives to improve team productivity, process or procedure
• Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary

Tools and skills named

Words the posting leans on

• customers3×
• performance3×
• technical3×
• act2×
• build2×
• client2×
• contribution2×
• ensure2×
• escalations2×
• experience2×
• issues2×
• knowledge2×
• learning2×
• management2×
• passionate2×
• people2×

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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