Federal Support Engineer 3 Denver

Denver, CO - USA

Monthly Salary: Not Disclosed

Posted on: 3 days 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. We share our technical and product expertise with customers through demos presentations technical evaluations and ongoing support. Youll be joining a team and company immersed in a startup-like environment where you will be challenged but also will immediately witness your contributions to Datadog.

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:

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 Datadogs 400 integrations
Handle urgent escalation cases that may result in customer-facing troubleshooting calls and internal or external incident management
Autonomously troubleshoot complex and/or high-priority customer issues without guidance
Become a subject matter expert in many Datadog product areas
Drive product conversations based on needs and problems learned during client interactions
Lead high-complexity demos regarding specific and advanced use cases
Provide mentorship to junior members of the team and serve as their escalation partner
Work from a Datadog office 3 - 5 days per week

Who You Are:

A candidate with previous experience supporting clients in the public sector
Experienced in multi-channel technical support at a SaaS company (5 years of related experience)
Experienced with APIs REST calls and an understanding of Network terminologies
Familiar with one or more Cloud technologies
An exceptional written and verbal communicator with experience communicating complex technical issues to both technical and non-technical audiences
A strong mentor to your technical peers
A critical thinker who defaults to a client-centric approach
Self-motivated detail-attentive and able to continuously learn
A tinkerer with programming experience and a mid to advance knowledge of Linux
Able to work an on-call 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. Thats okay. If youre passionate about technology and want to grow your skills we encourage you to apply.

To conform to U.S. export control regulations candidates should be eligible for any required authorizations from the U.S. Government.

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.

Required Experience: