Manager 2, Premier Support Engineering Boston

Boston, NH - USA

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

We are Datadogs in-house product experts. The Technical Solutions team enables Datadogs 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 Datadogs 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 a team of PSEs who interface with Datadogs 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 your team and our clients.

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 Youll Do:

Manage develop coach and mentor a team of Premier Support Engineers who build client relationships respond to user requests reproduce and troubleshoot issues and dive into Datadogs 900 integrations.
Act as the owner for your teams accountability feedback and performance - partnering closely with leadership to facilitate performance reviews performance plans and any employee relations issues for your direct reports.
Establish relationships with key customers to build trust set expectations and gather and action feedback.
Design methods and coordinate dependencies for assigned OKRs projects and other drivers of team improvement.
Interview talent and ensure successful training and onboarding of new hires.
Guide the team through technical-training certificates and additional learning and development needs.
Lead projects or initiatives to improve team productivity process or procedure.
Collaborate with internal teams to create a best in class customer experience own high-priority escalations build business growth and equip team member success.
Foster a welcoming and productive team environment.
Work from a Datadog office 3 - 5 days per week.

Who You Are:

Passionate about people management with 2-5 years previous experience leading and developing teams
Experienced with achieving positive outcomes for high and low performing individuals
Customer focused and driven by providing a stellar support experience
Feedback forward and proactive with solutions
Self-motivated detail-attentive and have a desire for continuous learning
Curious and excited by technology with some programming experience and a basic knowledge of Linux

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. Thats okay. If youre passionate about technology and want to grow your skills we encourage you to apply.

Required Experience:

Manager

What Youll Do:

Manage develop coach and mentor a team of Premier Support Engineers who build client relationships respond to user requests reproduce and troubleshoot issues and dive into Datadogs 900 integrations.
Act as the owner for your teams accountability feedback and performance - partnering closely with leadership to facilitate performance reviews performance plans and any employee relations issues for your direct reports.
Establish relationships with key customers to build trust set expectations and gather and action feedback.
Design methods and coordinate dependencies for assigned OKRs projects and other drivers of team improvement.
Interview talent and ensure successful training and onboarding of new hires.
Guide the team through technical-training certificates and additional learning and development needs.
Lead projects or initiatives to improve team productivity process or procedure.
Collaborate with internal teams to create a best in class customer experience own high-priority escalations build business growth and equip team member success.
Foster a welcoming and productive team environment.
Work from a Datadog office 3 - 5 days per week.

Who You Are:

Passionate about people management with 2-5 years previous experience leading and developing teams
Experienced with achieving positive outcomes for high and low performing individuals
Customer focused and driven by providing a stellar support experience
Feedback forward and proactive with solutions
Self-motivated detail-attentive and have a desire for continuous learning
Curious and excited by technology with some programming experience and a basic knowledge of Linux

Required Experience:

Manager