Technical Support Engineer 2, Premier - Sao Paulo

About the role

Datadog's Technical Solutions team supports its customers worldwide, and Premier Support Engineers (PSEs) focus on answering technical questions and issues raised by Premier Customers through asynchronous channels. They also take part in relationship-building calls, troubleshooting sessions, conferences and projects. The role is based in a Datadog office in Sao Paulo, 3 to 5 days per week.

Key responsibilities

• Respond to technical client requests by email, chat or video call while educating clients on the platform
• Build relationships with end users at Premier Customers and help resolve their questions
• Take part in routine health check meetings with Premier Customers
• Troubleshoot product and configuration issues across the 700+ integrations supported by Datadog
• Build internal documentation and knowledge-based articles
• Drive product and engineering conversations based on customer needs and use cases

Required profile

• 2+ years of experience in multi-channel technical support at a SaaS company
• Previous experience in a premium or enterprise technical support role
• Bilingual Portuguese and English speaker
• Knowledge of current infrastructure and monitoring solutions and technologies
• Self-motivated, detail-oriented, client-centric, and able to escalate decisions when needed

Required skills

• Some programming experience
• Basic knowledge of Linux

What we offer

• Onboarding, generous global benefits and an intra-departmental mentor and buddy program
• New hire stock equity (RSUs) and an employee stock purchase plan (ESPP)
• Professional development, product training and career pathing
• Inclusive company culture with Community Guilds and Inclusion Talks