Director, Technical Support Engineering

About the position

Datadog is seeking a highly motivated, results oriented Director to join our high-growth organization and cutting-edge team. Our Technical Solutions team shares technical and product expertise with customers through ongoing guidance, presentations, technical evaluations, and demos. You will oversee and architect a fast-growing global team and provide strategy for our Technical Support Engineering team located in Dublin. 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.

Responsibilities

• Manage, develop, and mentor a team of Support Engineering Managers, who manage teams of Technical Support Engineers responsible for responding to client requests, reproducing and troubleshooting issues, and working into Datadog's 400+ integrations
• Act as the owner for your team's metrics and performance - partnering closely with upper management and HR on performance management and employee issues
• Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion
• Assist recruiting efforts to find and hire top talent within your region. Ensure that all quarterly hiring targets for the region and functional area are met
• Ensure the successful onboarding and development of Technical Support Engineers
• Drive cross-regional and global projects or initiatives to improve team productivity, processes, and procedures
• Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary
• Act as a key global collaborator, ensuring consistency and best practices across all regions
• Conduct regular 1:1's with team members to provide constructive feedback and skills development
• 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

Requirements

• Passionate about people management and/or mentorship with previous experience leading a team of Technical Support Engineers
• A strong cross-functional and global collaborator, ensuring strategic alignment across multiple regions
• Self-motivated, detail-attentive, and have a desire to keep learning more
• A critical thinker who defaults to a customer-centric approach
• Experienced in the successful implementation of process and procedure in a scaling region and aligning to global standards
• Passionate about using analytics to drive informed decision-making and optimize processes
• Someone with a high EQ and soft skills
• Able to work a rotating schedule that requires weekend availability

Nice-to-haves

• Knowledge of current monitoring solutions, DevOps tooling, and related technologies
• Previous experience working in a hyper growth organization
• CS or Engineering degree

Benefits

• Generous and competitive global salary
• 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