Technical Escalations Specialist
il y a 2 semaines
We are seeking a skilled Technical Escalations Specialist to join our team at Datadog. As a key member of our Technical Escalations Engineering team, you will be responsible for investigating customer escalations, leading technical calls with clients, and handling high-priority issues.
Key Responsibilities- Develop in-depth technical knowledge in a specific product area.
- Investigate customer escalations, lead technical calls with clients, and handle high-priority issues.
- Build out comprehensive documentation and knowledge base articles for various technologies in your product area.
- Run office hours and lead learning sessions for the Support team.
- Partner with Engineering and Product to identify areas of improvement to better serve our customers.
- You are self-motivated, detail-attentive, and committed to continuous learning.
- You are a critical thinker who defaults to a client-centric approach.
- You have a strong background in technical experience and a basic understanding of Linux.
- You are skilled at focusing on one thing and exceling in that area.
- You have experience as a customer-facing Support or Solutions Engineer and are comfortable working on complex customer issues.
- You can quickly pick up new skills and develop creative solutions to complex problems.
- You have a degree in Computer Science or Engineering.
- You have an active record of contributing to open-source projects and the Engineering Community.
- You have experience using Zendesk, Jira, Confluence, or similar software.
- You have a solid understanding of code profiling and its application in at least one programming language.
- You are comfortable reading at least one programming language.
- You have a working knowledge of the Datadog APM, particularly the tracer and its interaction with the Trace Agent and backend.
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. We champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join us and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate each other's successes.
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