Senior Technical Support Specialist

il y a 1 mois


Paris, Île-de-France Datadog Temps plein

**Technical Support Lead - Cloud Operations**



Overview

As a Technical Support Lead - Cloud Operations at Datadog, you will be part of a high-performing team that delivers exceptional technical support to our customers.



Responsibilities


  • Respond to client requests on our fast-paced team while continuing to educate our clients on the use of the Datadog platform
  • Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment
  • Reproduce issues and dive into the 700+ integrations that Datadog works with
  • Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management
  • Build subject matter expertise in many Datadog product areas
  • Autonomously troubleshoot complex and/or high-priority customer issues without guidance
  • Drive product conversations based on needs and problems learned during client interactions
  • Provide mentorship to junior members of the team and serve as their escalation partner
  • Participate in routine health check meetings with Premier Customers
  • Build out and improve documentation and knowledge base articles for a variety of technologies


Requirements


  • Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5+ years of related experience)
  • A tinkerer with some programming experience and a basic knowledge of Linux
  • Self-motivated, detail-attentive, with a desire for continuous learning
  • A critical thinker who defaults to a client-centric approach
  • A decision maker but knows when the decision should be escalated
  • Have been in a Premium/Enterprise technical support role previously
  • Knowledgeable of current infrastructure and monitoring solutions and technologies
  • Able to work a rotating schedule that requires weekend availability


About Datadog

Datadog is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth.



Equal Opportunity at Datadog

Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.


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