What are the responsibilities and job description for the Technical Support Manager position at DataDog?
Datadog is the monitoring and security platform for cloud applications. Our SaaS product is used by organizations of all sizes across a wide range of industries to enable digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stack, allowing for seamless collaboration and problem-solving among Dev, Ops and Security teams globally. Given the resilience of cloud technologies and importance placed today in digital operations and agility, Datadog continues to innovate and is well positioned for the long term.
The Team:
We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Solutions Engineers are primarily focused on assisting prospects and customers with any technical questions about Datadog. Solutions Engineers engage with end users via our standard technical support channels, but are also involved with demos, conferences, and various technical side projects. Technical Solutions is a growing global team centered around constant collaboration, knowledge-sharing, and technical advancement.
The Opportunity:
Would you like the opportunity to work at a company that is revolutionizing the IT monitoring space? Come join a diverse team comprised of traditional and non-traditional backgrounds, working together to solve complex problems the right way. You will lead a blend of Team Leads and individual contributors, and will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers. As part of the Solutions Engineering team, you will be at the crossroads between Solutions, Engineering, Product, and our customers.
You Will:
Report to the local Regional Director of Solutions Engineering
Manage, develop, and mentor a blend of Team Leads and Solutions Engineers
Conduct routine 1:1’s with team members to provide constructive feedback and skills development
Work alongside your local Regional Director (and all of Solutions leadership) on global initiatives that will shape the team’s trajectory
Assist in recruiting efforts to find and hire top Solutions Engineering talent in your region
Oversee and ensure successful onboarding, development, and education of new Solutions Engineers
Work closely with the greater Technical Solutions leadership and other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters and to implement process improvements
Operate with a hands-on approach, jumping in and tackling issues with your team
You Are:
Passionate about people management and/or mentorship, with previous experience leading a team (including managing other managers)
Focused on career development and have experience leveling up high performers
Self-motivated, detail-attentive, and have a desire for continuous learning
A critical thinker who defaults to a client-centric approach
Experienced in successful implementation of process and procedure in a scaling company
Experienced in a technical customer-facing role, with a successful track record
Bonus Points:
Formal education and/or training in management skills or strategies
Significant knowledge of current infrastructure and monitoring solutions and technologies
Previous experience working in a startup and/or fast-paced organization
Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)
Experience using Zendesk, Jira, Confluence, or similar software
CS / Engineering degree or equivalent experience
Why You Should Apply:
Generous and competitive global and US benefits
New hire stock equity (RSUs) and employee stock purchase plan
Continuous career development and pathing opportunities
Product training to develop an in-depth understanding of our product and space
Best in breed onboarding
Internal mentor and buddy program cross-departmentally
Friendly and inclusive workplace culture
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.
Your Privacy:
Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice.
