Technical Support Engineer 3, Premier - US-West

Datadog is the leading observability and security platform for the AI era. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring existing customers are happy and successful. Premier Technical Support Engineers (PSEs) focus on assisting prospects and customers with technical questions about Datadog, engaging via standard support channels, cadence calls, business reviews, and side projects.

• Respond to Premier customer requests (phone/chat/tickets) and educate clients on platform use.
• Develop relationships with Premier customers to understand their environments.
• Reproduce customer issues and assist with implementing 1,000+ Datadog integrations.
• Handle urgent escalations, including customer-facing troubleshooting and incident management.
• Build subject matter expertise in Datadog product areas.
• Autonomously troubleshoot complex/high-priority issues.
• Drive product and engineering conversations based on client needs.
• Provide mentorship to junior team members and serve as escalation partner.
• Participate in routine health check meetings with Premier customers.
• Build and improve documentation and knowledge base articles.

• Experienced in multi-channel technical support at a PaaS, IaaS, or SaaS company (5+ years).
• Problem-solver with experience in programming, Linux, and networks; cloud technology experience preferred.
• Self-motivated, detail-attentive, with desire for continuous learning.
• Critical thinker with client-centric approach.
• Decision maker who knows when to escalate.
• Previous Premium/Enterprise technical support role.
• Knowledgeable of current infrastructure, monitoring solutions, and technologies.
• Able to work a rotating schedule with weekend availability.

The reasonably estimated yearly salary for this role is $96,000—$128,000 USD. Datadog offers a competitive salary and equity package, and may include variable compensation.

Benefits include healthcare, dental, parental planning, mental health benefits, 401(k) plan and match, paid time off, fitness reimbursements, discounted employee stock purchase plan, new hire stock equity (RSUs), and continuous professional development.

Apply via the Datadog careers page.