Manager II, Premier Support Engineering

About the role

You will lead a team of Premier Support Engineers responsible for assisting clients with Datadog's extensive library of over 400 integrations. This role focuses on coaching staff, managing performance, and driving technical initiatives to ensure high-quality support outcomes. You will guide engineers in troubleshooting and reproducing technical problems across the platform while collaborating with senior leadership to execute projects that improve internal processes and team productivity. The position requires serving as an escalation point for complex, high-priority technical issues involving customers and internal departments. You will mentor and develop direct reports, including other managers, to maintain high standards of client support. The role emphasizes the use of data-driven insights to inform decision-making and solve problems effectively. You will oversee team performance through regular reviews, goal setting, and management of employee relations. This position demands a client-focused mindset with a history of critical thinking in technical environments to drive continuous improvement.

Key facts

What you'll do

• Mentor and develop direct reports, including other managers, to maintain high standards of client support.
• Oversee team performance through regular reviews, goal setting, and management of employee relations.
• Collaborate with senior leadership to execute projects that improve internal processes and team productivity.
• Serve as an escalation point for complex, high-priority technical issues involving customers and internal departments.
• Guide engineers in troubleshooting and reproducing technical problems across the platform.
• Analyze support metrics and trends to identify root causes and implement preventative measures.
• Facilitate knowledge sharing sessions to align the team on best practices and emerging issues.
• Work closely with product and engineering teams to provide feedback from customer interactions.
• Develop and refine support playbooks to ensure consistent and efficient issue resolution.
• Drive initiatives to enhance the customer experience across the Premier Support portfolio.
• Monitor team adherence to service level objectives and implement corrective actions as needed.
• Foster a culture of continuous learning and improvement within the support engineering organization.
• Coordinate cross-functional efforts to resolve complex, multi-platform customer issues.
• Provide technical leadership in diagnosing and resolving escalated customer cases.

Requirements

• Proven experience in people management, including leadership of other managers.
• Ability to use data-driven insights to inform decision-making and solve problems.
• Experience with programming and a functional understanding of Linux.
• A client-focused mindset with a history of critical thinking in technical environments.
• Self-motivated work ethic with a commitment to ongoing professional learning.
• Strong communication skills to effectively interact with both technical and non-technical stakeholders.
• Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
• Willingness to adhere to company policies and support organizational objectives.

Nice to have

• History of active contributions to open-source software, such as code commits or bug reporting.
• Participation in the broader engineering community through meetups or similar events.

Practical notes

• Benefits include new hire stock equity (RSUs), an employee stock purchase plan (ESPP), and global benefits packages.
• The company provides professional development, product training, and a mentor program for internal networking.
• Datadog operates as a hybrid workplace to support work-life balance.
• Requisition ID: R17166.

This Manager II, Premier Support Engineering role at Datadog represents a significant opportunity to lead a critical function within the Technical Solutions team. You will be responsible for ensuring that our Premier Support organization delivers exceptional value to our customers who rely on Datadog's extensive library of over 400 integrations. The position requires a unique blend of technical acumen, people leadership, and strategic thinking. You will work across our offices in Dublin, Ireland, and Paris, France, in a hybrid workplace model designed to support flexibility and work-life balance.

In this role, you will mentor and develop direct reports, including other managers, instilling a culture of excellence in client support. You will oversee team performance through rigorous reviews, goal setting, and proactive management of employee relations. Collaboration with senior leadership will be essential as you help execute projects that drive improvements in internal processes and team productivity. You will serve as the key escalation point for the most complex, high-priority technical issues, working closely with customers and internal departments to find timely resolutions.

A core part of your responsibilities will involve guiding engineers in troubleshooting and reproducing technical problems across Datadog's platform. You will analyze support metrics and trends to identify root causes and implement preventative measures that enhance the overall customer experience. Facilitating knowledge sharing sessions will be crucial to align the team on best practices and emerging issues. You will also work closely with product and engineering teams to provide actionable feedback from customer interactions.

Developing and refining support playbooks will ensure consistent and efficient issue resolution across the Premier Support organization. You will drive initiatives aimed at enhancing the customer experience across all supported integrations. Monitoring team adherence to service level objectives will be an ongoing responsibility, with corrective actions implemented as necessary. Fostering a culture of continuous learning and improvement will be central to your success in this role.

The successful candidate will bring proven experience in people management, including the leadership of other managers. You must possess the ability to use data-driven insights to inform decision-making and solve complex problems. Experience with programming and a functional understanding of Linux are essential technical requirements. A client-focused mindset with a history of critical thinking in technical environments is mandatory. A self-motivated work ethic with a commitment to ongoing professional learning will enable you to thrive in this dynamic role.

Strong communication skills are required to effectively interact with both technical and non-technical stakeholders. Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment is essential. Willingness to adhere to company policies and support organizational objectives is expected of all team members.

Preferred candidates will have a history of active contributions to open-source software, such as code commits or bug reporting. Participation in the broader engineering community through meetups or similar events is also valued. These qualities demonstrate a commitment to the craft and a desire to contribute to the wider technical ecosystem.

The benefits package for this role is comprehensive and designed to support your long-term growth. New hire stock equity (RSUs) and an employee stock purchase plan (ESPP) are included in the package. Global benefits packages are provided to ensure you and your family are supported. Datadog invests heavily in professional development, product training, and a mentor program for internal networking. These resources are designed to help you succeed in your role and advance your career.

Datadog operates as a hybrid workplace, providing the flexibility to work from either our Dublin, Ireland, or Paris, France offices. This model is intended to support work-life balance while maintaining strong team collaboration. Requisition ID for this position is R17166. If you are passionate about leading a high-performing support engineering team and driving technical excellence, we encourage you to apply for this Manager II, Premier Support Engineering position at Datadog.