Technical Support Engineer 2, Premier - Sao Paulo

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. Premier Support Engineers (PSEs) are primarily focused on supporting customers with any technical questions or issues related to Datadog. PSEs engage with Datadog’s Premier Customers via asynchronous technical support channels and are also involved with relationship-building cadence calls, technical troubleshooting calls, conferences, and projects. You will work directly with Datadog’s Premier Customer base and be immersed in an environment where you will expand your knowledge and skill set, be challenged, and witness your contributions to Datadog and our clients.

What it asks for · 8

• Experienced in multi-channel technical support at a SaaS company (2+ 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
• Bilingual Portuguese and English speaker

What the job covers

• Respond to technical client requests (email / chat / video call) on our fast paced team while educating our clients on the use of the platform
• Develop relationships with end users at Premier Customers, working hand-in-hand to resolve their questions
• Participate in routine health check meetings with Premier Customers
• Reproduce product and configuration issues and efficiently troubleshoot the 700+ integrations that Datadog works with
• Build out internal documentation and knowledge based articles
• Drive product and engineering conversations based on customer needs and use cases
• Work from a Datadog office 3 - 5 days per week

Tools and skills named

Words the posting leans on

• customers7×
• technical7×
• clients4×
• calls3×
• knowledge3×
• premier customers3×
• product3×
• technical support3×
• build2×
• decision2×
• educating2×
• experience2×
• issues2×
• office2×
• pses2×
• questions2×

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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