Manager 2, Premier Support Engineering - Boston

Datadog • Boston, MA

12h • Hybrid

About The Position

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 Support Engineers (PSEs) are primarily focused on supporting customers with any technical questions or issues related to Datadog. PSEs engage with Datadog’s Premier Customers via asynchronous technical support channels and are also involved with relationship-building cadence calls, technical troubleshooting calls, conferences, and projects. You will work directly with a team of PSEs who interface with Datadog’s Premier Customer base and be immersed in an environment where you will expand your knowledge and skill set, be challenged, and witness your contributions to Datadog, your team, and our clients. 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.

Requirements

• Passionate about people management with 2-5 years previous experience leading and developing teams
• Experienced with achieving positive outcomes for high and low performing individuals
• Customer focused and driven by providing a stellar support experience
• Feedback forward and proactive with solutions
• Self-motivated, detail-attentive, and have a desire for continuous learning
• Curious and excited by technology with some programming experience and a basic knowledge of Linux

Responsibilities

• Manage, develop, coach, and mentor a team of Premier Support Engineers who build client relationships, respond to user requests, reproduce and troubleshoot issues, and dive into Datadog’s 900+ integrations.
• Act as the owner for your team’s accountability, feedback and performance - partnering closely with leadership to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports.
• Establish relationships with key customers to build trust, set expectations, and gather and action feedback.
• Design methods and coordinate dependencies for assigned OKRs, projects, and other drivers of team improvement.
• Interview talent and ensure successful training and onboarding of new hires.
• Guide the team through technical-training, certificates and additional learning and development needs.
• Lead projects or initiatives to improve team productivity, process, or procedure.
• Collaborate with internal teams to create a best in class customer experience, own high-priority escalations, build business growth, and equip team member success.
• Foster a welcoming and productive team environment.
• Work from a Datadog office 3 - 5 days per week.

Benefits

• Datadog offers a competitive salary and equity package, and may include variable compensation.
• Actual compensation is based on factors such as the candidate's skills, qualifications, and experience.
• In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees