Technical Support Engineer 1, Premier

About the role

You are a core member of the in-house Technical Solutions team that enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. You will serve as a trusted technical advisor to Datadog's Premier Customers, acting as the primary expert for intricate platform questions and complex use cases. Your daily work involves directly engaging with prospects and customers via standard technical support channels, including cadence calls, demos, presentations, and conferences, while also owning side projects that expand platform adoption. You will reproduce difficult issues across the 600+ integrations Datadog supports, build clear documentation and knowledge base articles, and translate client feedback into product conversations that influence roadmap decisions. You will work hand-in-hand with a fast-paced environment where your contributions are immediately visible, and you will immerse yourself in relationships that help both Datadog and its customers succeed.

Key facts

What you'll do

• Respond to client requests across phone, chat, and tickets on a fast-paced team while continuously educating clients on the Datadog platform.
• Develop deep relationships with Premier Customers by working hand-in-hand to truly understand their distinct environments and operational needs.
• Reproduce issues and investigate problems across the 600+ integrations that Datadog works with, using systematic debugging techniques.
• Build out detailed documentation and knowledge-based articles for a wide variety of technologies, ensuring accuracy and clarity for internal and external audiences.
• Drive product conversations based on needs and problems discovered during client interactions, feeding insights back to product and engineering teams.
• Participate in routine health check meetings with Premier Customers to review usage, discuss goals, and identify opportunities for value realization.
• Work from a Datadog office 3 to 5 days per week, balancing in-person collaboration with hybrid flexibility.
• Utilize strong troubleshooting skills to navigate multi-platform environments and support customers across diverse infrastructure stacks.
• Communicate complex technical concepts clearly and concisely to both technical and non-technical stakeholders during presentations and calls.
• Collaborate closely with internal teams to escalate and resolve issues that require product or engineering intervention.
• Maintain up-to-date knowledge of monitoring, security, and infrastructure trends to provide relevant guidance to customers.
• Support the success of Premier Customers by proactively identifying opportunities for optimization and best practice adoption.
• Document customer environments and configurations to accelerate future support engagements and reduce resolution time.
• Represent Datadog in a professional and empathetic manner, aligning interactions with company values and customer expectations.
• Contribute to internal initiatives such as training, enablement, and process improvement for the Premier Support organization.

Requirements

• Experienced in multi-channel technical support at a SaaS company with 2+ years of related experience.
• A tinkerer with some programming experience and a basic knowledge of Linux command-line concepts.
• Self-motivated, detail-attentive, and have a demonstrated desire for continuous learning in technical domains.
• A critical thinker who defaults to a client-centric approach when diagnosing and resolving issues.
• A decision maker who understands when to proceed independently and when to escalate to senior engineers or product teams.
• Have previously worked in a Premium or Enterprise technical support role, handling complex customer engagements.
• Knowledgeable of current infrastructure and monitoring solutions, including concepts around metrics, logs, and traces.
• Able to work a rotating schedule that includes weekend availability to support global customers across time zones.
• Comfortable working with structured and unstructured problems where clear answers may not immediately exist.
• Capable of managing multiple priorities simultaneously while maintaining a high standard of accuracy and communication.
• Willingness to follow documented processes while also improving procedures based on real-world feedback.
• Strong written and verbal communication skills, with the ability to translate technical jargon for varied audiences.
• Commitment to adhering to Datadog security, privacy, and compliance policies in all customer interactions.

Practical notes

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