Senior Director, Technical Support Engineering Lead

il y a 3 jours

Paris, Île-de-France Datadog Temps plein
Job Summary

We are seeking a highly motivated and experienced Senior Director to lead our Technical Support Engineering team in EMEA. As a key member of our organization, you will be responsible for managing a team of senior leaders, developing and mentoring them to drive innovation and excellence in customer support.

Key Responsibilities
  1. Team Management: Manage, develop, and mentor a team of senior leaders in EMEA, who in turn manage different levels of leadership and Technical Support Engineers.
  2. Strategic Planning: Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team, with a resolute focus on customer experience.
  3. Global Alignment: Align with Global VP on department strategy and operating plan for the Global Support organization as we continue to scale our team globally.
  4. Cross-Functional Collaboration: Liaise with other leadership, as well as cross-functional leadership (Technical Post-Sales, Sales Engineering, Sales, Customer Success, Engineering, Product, and more) to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation.
  5. Operational Planning: Work with VP, Recruiting, Growth Strategy, and Finance to plan for annual operating plan, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
  6. Incident Response: Assist with incident response during outages/incidents when necessary as an escalation point, communicating with customers and providing info to internal teams.
  7. Performance Management: Conduct regular 1:1's with team members to provide constructive feedback and skills development.
Requirements
  1. Leadership Experience: Passionate about people management and mentorship with previous experience leading a team of 80+ employees across multiple locations.
  2. Critical Thinking: A critical thinker who defaults to a client-centric approach and uses data to make informed decisions.
  3. Process Implementation: Experienced in successful implementation of process and procedure in a scaling region.
  4. Direction and Guidance: Provides direction to directors in various areas, groups, and/or operations.
  5. Partnership Development: Develops successful partnerships with Recruiting to raise the bar on hiring for your team.
  6. Soft Skills: Self-motivated, detail-attentive, and have a desire for continuous learning.
  7. Communication Skills: Exceptional written and oral communication skills.
  8. Problem-Solving: Able to think creatively about a wide variety of challenges.
  9. Industry Experience: Current or recent experience (within the last 2-3 years) working in a Support Engineering or adjacent function within an enterprise technology environment.
  10. Availability: Able to work onsite in an office location at least 3 days a week.
  11. Office Location Experience: Experience building and scaling a new office location.
What We Offer
  1. Best-in-Breed Onboarding: Comprehensive onboarding program to ensure a smooth transition into the role.
  2. Intra-Departmental Mentorship: Access to a mentor and buddy program for in-house networking and professional development.
  3. Stock Equity and ESPP: New hire stock equity (RSUs) and employee stock purchase plan (ESPP) to align with company growth.
  4. Continuous Professional Development: Opportunities for continuous learning, product training, and career pathing.
  5. Inclusive Company Culture: An inclusive company culture that values diversity, equity, and inclusion.

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