Manager I, Technical Support Engineering

Навыки

• Форензика и реагирование
• HR-процессы
• База знаний
• Linux
• Мониторинг и observability
• Управление командой

О компании и продукте

• Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.
• 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

Задачи

• Manage, develop, and mentor a fast-paced team of Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the 1000+ integrations that Datadog works with
• Ensure successful onboarding of new Support Engineers
• Help triage Support Engineering queues and work with Product and Engineering on urgent matters
• Review and help prioritize Support Engineering escalations, and follow up with customers in Korea
• Dispatch customer requests throughout the day as part of a queue rotation schedule
• Oversee demo training and assist in demo certification
• Assist with incident response during outages/incidents, communicating with customers and providing our internal teams with info that we’re getting first-hand from those customers
• Build out documentation and knowledge base articles for a variety of technologies

Требования

• Passionate about people management and/or mentorship with minimum 3 years of experience leading a team
• Curious, self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• A tinkerer with some programming experience and a basic knowledge of Linux
• Business or native-level fluency in English and Korean (spoken and written) is required, as this role will communicate with cross-functional partners and external customers, locally and globally
• Able to work a rotating schedule that requires weekend availability
• Datadog values people from all walks of life
• We know not everyone will meet all the above qualifications on day one
• That’s okay
• We share our technical and product expertise with customers through demos, presentations, technical evaluations, and ongoing support
• Technical solutions is a growing global team that collaborates constantly to share knowledge and continuously advance our technical skillset
• At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table

Условия

• 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
• Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog
• We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them

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