Senior Manager, Technical Support Engineering

The team:

Datadog is seeking a highly motivated, results oriented Senior Manager to join our high-growth organization and cutting-edge team. Our Technical Support team shares technical and product expertise with customers through break-fix resolutions, educational and how-to requests. You will oversee and architect a fast-growing global team and provide strategy for our Technical Support Engineering team located in São Paulo.

Join a diverse team of traditional and non-traditional backgrounds, working together to solve complex problems the right way. You will lead a team of managers and individual contributors in our Denver center, immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.

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.

What You’ll Do:

• Manage, develop, and mentor a fast-paced team of Support Engineering Managers, who in turn manage teams of 4-6 Technical Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations.
• Partner with Support Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale.
• Ensure the successful onboarding and development of Technical Support Engineers.
• Oversee all projects and initiatives within the region and functional area that Managers are responsible for and ensure successful and timely completion of said projects.
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded.
• Review and help prioritize Support Engineering escalations.
• Assist with incident response during outages/incidents, communicating with customers and providing info to our internal teams.
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
• Assist recruiting efforts to find and hire top talent within your region.
• Responsible for ensuring that all quarterly hiring targets for the region and functional area are met.
• Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation.

Who You are:

• Minimum of 5+ years of experience as a people manager, with a strong preference for someone who has experience hiring and building high-performing Technical Support teams.
• Self-motivated, detail-attentive, and have a desire to keep learning more. Someone with a high EQ and soft skills.
• A critical thinker who defaults to a customer-centric approach.
• Experienced in successful implementation of process and procedure in a scaling region.
• Exceptional with written and oral communication.
• Able to think creatively and strategically about a wide variety of challenges.
• Hands-on troubleshooting experience from working in a Support Engineering organization.
• Knowledge of current monitoring solutions, DevOps tooling, and/or related technologies.
• Fluent in English and Portuguese.
• Bonus Points:
• Formal education and/or training in management skills or strategies.
• Previous experience working in a hypergrowth organization.
• CS or Engineering degree.

Datadog 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:

• 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.

About Datadog:

Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

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. Here are our Candidate Legal Notices for your reference.

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.