Datadog seeks a Federal Support Engineer to act as our in-house product expert, enabling growth by educating potential public sector clients and ensuring customer success through technical support. You will join a vibrant, pragmatic, and collaborative team that values professional development and innovation.
What You'll Do
- Engage with customers via multiple channels to resolve technical support requests while educating clients on platform use.
- Reproduce technical issues and dive into Datadog’s 400+ integrations.
- Handle urgent escalation cases, leading customer-facing troubleshooting calls and incident management.
- Autonomously troubleshoot complex and/or high-priority customer issues.
- Become a subject matter expert in many Datadog product areas.
- Drive product conversations based on needs and problems learned during client interactions.
- Lead high-complexity demos regarding specific and advanced use cases.
- Provide mentorship to junior team members and serve as their escalation partner.
- Work from a Datadog office 3 - 5 days per week.
What We're Looking For
- Previous experience supporting clients in the public sector.
- 5+ years of related experience in multi-channel technical support at a SaaS company.
- Experience with APIs, REST calls and an understanding of Network terminologies.
- Familiarity with one or more Cloud technologies.
- Exceptional written and verbal communication skills, with experience communicating complex technical issues to both technical and non-technical audiences.
- Ability to work an on-call rotating schedule that requires weekend availability.
Nice to Have
- A strong mentor to your technical peers.
- A critical thinker who defaults to a client-centric approach.
- Self-motivated, detail-attentive, and able to continuously learn.
- A tinkerer with programming experience and a mid to advanced knowledge of Linux.
Technical Stack
- APIs
- REST calls
- Network terminologies
- Cloud technologies
- Linux
Team & Environment
You will be part of the technical solutions team within Datadog’s collaborative, pragmatic, and thoughtful people-first community.
Benefits & Compensation
- Compensation: $92,000—$122,000 USD + equity: New hire stock equity (RSUs)
- Best-in-breed onboarding
- Generous global benefits
- Intra-departmental mentor and buddy program for in-house networking
- New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
- Continuous professional development, product training, and career pathing
- An inclusive company culture, able to join our Community Guilds and Inclusion Talks
- Healthcare, dental, parental planning, and mental health benefits
- 401(k) plan and match
- Paid time off
- Fitness reimbursements
- Discounted employee stock purchase plan
Work Mode
This role operates on a hybrid schedule, requiring work from a Datadog office 3 - 5 days per week.
Datadog 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 other characteristics protected by law.
