Senior Technical Support Engineer - BrazilSenior Technical Support Engineer - BrazilWe 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.
We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations.
You'll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog.At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table.
We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.
We are hiring candidates to work out of the following location: Barueri- São Paulo.What You'll Do:Engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platformReproduce technical issues and dive into Datadog's 600+ integrationsHandle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident managementAutonomously troubleshoot complex and/or high-priority customer issuesBecome a subject matter expert in many Datadog product areasDrive product conversations based on needs and problems learned during client interactionsLead high-complexity demos regarding specific and advanced use casesProvide mentorship to junior members of the team and serve as their escalation partnerWork from a Datadog office 3 - 5 days per weekWho You Are:Experienced in multi-channel technical support at a SaaS company (5+ years of related experience)Experienced with APIs, REST calls and an understanding of Network terminologiesExperienced using Zendesk, Jira, Confluence, or similar softwareFamiliar with one or more Cloud technologiesAn exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiencesA strong mentor to your technical peersA critical thinker who defaults to a client-centric approachSelf-motivated, detail-attentive, and able to continuously learnAble to work a rotating schedule that requires weekend availabilityFluent in English and PortugueseDatadog values people from all walks of life.
We understand not everyone will meet all the above qualifications on day one.
That's okay.
If you're passionate about technology and want to grow your skills, we encourage you to apply.Benefits and Growth:Best-in-breed onboardingIntra-departmental mentor and buddy program for in-house networkingNew hire stock equity (RSUs) and employee stock purchase plan (ESPP)Continuous professional development, product training, and career pathingAn inclusive company culture, able to join our Community Guilds and Inclusion TalksBenefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.
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