Manager I, Technical Support Engineering

About the role

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. 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. 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 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

Who You Are:

- 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. If you’re passionate about technology and want to grow your experience, we encourage you to apply.

Benefits and Growth:

- 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