Technical Support Engineer 2, Premier

Datadog's Technical Support Engineer 2, Premier position supports Premier customers with complex technical questions, engages in calls and demos, and helps drive product conversations in a fast-paced hybrid environment. Based in San Francisco, CA, this role offers a salary range of USD 81,000 - 119,000 per year.

Responsibilities

• Address Premier customers' inquiries via phone, chat, and tickets on a high-velocity support team, while guiding them on effective Datadog usage.
• Build strong partnerships with Premier customers, collaborating closely to understand their unique monitoring environment.
• Reproduce issues and investigate across Datadog's 600-plus integrations.
• Create and maintain knowledge-base articles and technical documentation for a range of technologies.
• Lead product discussions by translating client feedback and observed issues into actionable insights.
• Join regular health-check meetings with Premier customers to review performance and usage.
• On-site at a Datadog office for 3 to 5 days per week.

Requirements

• Minimum of two years' experience delivering multi-channel technical support in a SaaS setting.
• Self-motivated, detail-oriented, and committed to continuous learning.
• Strong critical thinker who prioritizes client needs in problem-solving.
• Decisive, with good judgment on when to escalate issues.
• Previous experience in Premium or Enterprise technical support.
• Familiar with contemporary infrastructure and monitoring technologies.
• Able to work rotating shifts that include weekend hours.

Technologies

• Linux

Benefits

• Comprehensive onboarding designed to accelerate ramp-up
• Generous global benefits package
• Mentorship and buddy programs within the department to foster internal networking
• New hire stock equity (RSUs) and an employee stock purchase plan (ESPP)
• Ongoing professional development, product training, and clear career pathing
• Inclusive culture with opportunities to participate in Community Guilds and Inclusion Talks