The Federal Support Engineer plays a central role in ensuring the success of public sector clients by delivering expert technical guidance and resolving advanced platform challenges. Working within a hybrid model, this position combines deep system knowledge with strong communication skills to support mission-critical operations.
Key Responsibilities
- Diagnose and resolve technical inquiries using ticketing systems, live chat, and remote collaboration tools, while guiding clients in effective platform utilization
- Reproduce and analyze issues across Datadog’s extensive ecosystem of 400+ integrations
- Respond to high-severity incidents, including customer-facing troubleshooting and coordination during internal or external outages
- Independently investigate and resolve complex technical problems with minimal oversight
- Develop expertise across multiple product domains and share knowledge through team mentorship
- Lead technical discussions and advanced demonstrations based on real-world client use cases
- Advocate for product enhancements informed by direct customer feedback
- Mentor junior engineers and serve as escalation point for challenging technical issues
Qualifications
- Proven experience supporting public sector clients in a SaaS environment
- Minimum of five years in technical support roles involving APIs, RESTful services, and networking concepts
- Familiarity with cloud platforms and infrastructure monitoring tools
- Strong command of Linux systems and scripting abilities
- Excellent written and verbal communication skills, capable of explaining technical details to diverse audiences
- Self-driven with a focus on precision, continuous learning, and client-centered problem solving
- Willingness to participate in an on-call rotation with weekend availability
Work Environment
This role operates in a hybrid setup, requiring presence in an office location three to five days per week. The culture emphasizes collaboration, innovation, and personal growth within a fast-paced, inclusive environment.
Benefits
- Comprehensive healthcare, dental, and mental health coverage
- Parental planning and family support programs
- 401(k) with company match and generous paid time off
- Stock equity grants (RSUs) and employee stock purchase plan
- Fitness and wellness reimbursements
- Ongoing training, career development, and internal mentorship opportunities
- Inclusive community groups and professional networks
Compensation
Base salary ranges from $92,000 to $122,000 per year, with additional variable compensation possible. New hires receive stock equity and access to the employee stock purchase plan.
Equal Opportunity
This employer is committed to equal employment opportunity for all individuals, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected characteristics. Qualified applicants will be considered without regard to criminal history, in accordance with applicable laws.
