Manager I, Technical Support Engineering

About the role

You will lead, mentor, and grow a team of Support Engineers tasked with resolving complex technical issues for our global customer base. This role involves balancing team management with hands-on technical oversight to ensure high-quality support across our extensive range of product integrations.

Key facts

What you'll do

• Manage and mentor a team of Support Engineers while overseeing their professional development and onboarding.
• Triage support queues and collaborate with Product and Engineering departments on urgent technical issues.
• Prioritize escalations and maintain direct communication with customers in Korea.
• Coordinate the daily dispatch of support requests according to a rotation schedule.
• Supervise demo training and assist team members with demo certification.
• Provide support during system outages and incidents by relaying critical information between customers and internal teams.
• Author and maintain documentation and knowledge base articles.

Requirements

• Minimum 3 years of experience in a team leadership or mentorship capacity.
• Professional or native-level fluency in both English and Korean.
• Basic knowledge of Linux and prior programming experience.
• Ability to work a rotating schedule that includes weekend availability.
• A critical, client-focused mindset with a self-motivated approach to problem-solving.

Skills & tools

• Technical support management
• Linux
• Programming
• Incident response
• Knowledge base documentation
• Customer communication

Practical notes

• This position includes new hire stock equity (RSUs) and an employee stock purchase plan (ESPP).
• Benefits include professional development, product training, career pathing, and access to internal mentor programs.
• Datadog operates as a hybrid workplace.
• Requisition ID: R19572.