This is a Senior Premier Support Engineer role with one of the leading companies in AU right now Datadog with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Datadog 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. Premier Technical Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Datadog. PSEs engage with Datadog’s Premier Customers not only via standard technical support channels, but also get involved via health check meetings and various side projects. You 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. 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: - Respond to client requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform - Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment - Reproduce issues and dive into the 700 integrations that Datadog works with - Handle urgent escalation cases that may result in customer-facing troubleshooting calls, and internal or external incident management - Build subject matter expertise in many Datadog product areas - Autonomously troubleshoot complex and/or high-priority customer issues without guidance - Drive product conversations based on needs and problems learned during client interactions - Provide mentorship to junior members of the team and serve as their escalation partner - Participate in routine health check meetings with Premier Customers - Build out and improve documentation and knowledge base articles for a variety of technologies Who You Are: - Experienced in multi-channel technical support at a PaaS, IaaS or SaaS company (5 years of related experience) - A tinkerer with some programming experience and a basic knowledge of Linux - Self-motivated, detail-attentive, with a desire for continuous learning - A critical thinker who defaults to a client-centric approach - A decision maker but knows when the decision should be escalated - Have been in a Premium/Enterprise technical support role previously - Knowledgeable of current infrastructure and monitoring solutions and technologies - Able to work a rotating schedule that requires weekend availability 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: - 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 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Datadog. ✅ Applying here is the first step in the hiring process for this role at Datadog. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.