Technical Support Engineer 3, Premier - Sao Paulo

About the role

Datadog's Technical Solutions team educates potential clients and helps existing customers succeed. Premier Support Engineers (PSEs) assist prospects and customers with technical questions about Datadog, working with the company's Premier Customers through standard support channels, cadence calls, demos, presentations, conferences and side projects. The role is based in a Datadog office in Sao Paulo, 3 to 5 days per week.

Key responsibilities

• Respond to client requests by phone, chat and ticket while educating clients on the platform
• Build relationships with Premier Customers and learn their environments
• Reproduce issues and explore the 600+ integrations Datadog supports
• Write documentation and knowledge articles for various technologies
• Drive product conversations based on client needs and problems
• Take part in routine health check meetings with Premier Customers

Required profile

• 5+ years of experience in multi-channel technical support at a SaaS company
• Previous premium or enterprise technical support role
• Knowledge of current infrastructure and monitoring solutions
• Able to work a rotating schedule with weekend availability

Required skills

• Some programming experience and basic Linux knowledge
• Multi-channel technical support

What we offer

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