Senior Technical Escalations Engineer Role
il y a 2 semaines
We are seeking a highly skilled Senior Technical Escalations Engineer to join our Technical Solutions team at Datadog. As a key member of our team, you will be responsible for investigating complex customer escalations, leading technical calls with clients, and handling complex issues related to our product.
Key Responsibilities- Investigate highly complex customer escalations and lead technical calls with clients to resolve issues.
- Partner with our Technical Enablement team to maintain documentation and knowledge base articles for various technologies.
- Prepare the worldwide Technical Support Engineering team for new products and features.
- Run office hours and lead training sessions for the Technical Support Engineering team.
- Partner with Engineering on tracking and addressing high-priority escalations.
- Provide mentorship to junior members of the team through trainings, coaching, and guidance.
- Actively work on defining and completing quarterly OKRs for your product area.
- 5+ years of experience in multi-channel technical support at a SaaS company.
- Self-motivated, detail-attentive, strong communication (written and verbal) and a desire for continuous learning.
- A critical thinker who defaults to a client-centric approach.
- Able to pick up new skills quickly and come up with creative solutions to complex problems.
- Confident in your skills with Python or Go and a basic knowledge of Linux.
- Active contributor to open-source projects and the Engineering Community.
- Experienced using Zendesk, Jira, Confluence, or similar software.
- Experienced administering a Windows environment, or knowledgeable about the Windows operating system.
- Experienced with monitoring Java applications using mBeans.
- Someone who studied a Computer Science or Engineering major.
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.
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