Manager I, Premier Support Engineering - Denver
About The Position
Datadog’s Technical Solutions team educates potential clients and supports existing customers through multi-channel technical support, demos, and presentations. The Manager I, Premier Support Engineering leads a team of Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and work with Datadog’s 600+ integrations. The role is responsible for team development, accountability, onboarding and training, documentation, productivity initiatives, and supporting high-priority escalations. The position is based in Denver within Datadog’s hybrid workplace.
Requirements
- Previous experience leading a team, with a passion for people management and/or mentorship.
- Self-motivated and detail-attentive, with a desire for continuous learning.
- Critical thinker who defaults to a client-centric approach.
- Some programming experience and basic knowledge of Linux.
Nice To Haves
- Active contributions to open-source projects, such as code or bug reports.
- Participation in the engineering community, such as meetups.
Responsibilities
- Manage, develop, coach, and mentor a team of Premier Support Engineers.
- Own team accountability and performance, partnering with upper management on performance reviews, performance plans, and employee relations issues for direct reports.
- Ensure successful training and onboarding of new hires.
- Guide the team through technical training, certificates, and additional learning and development needs.
- Build documentation and knowledge base articles for a variety of technologies.
- Drive projects or initiatives to improve team productivity, processes, or procedures.
- Collaborate with internal teams and customers on high-priority escalations and help resolve escalations from team members.
Benefits
- 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.
- Inclusive company culture with opportunities to join Community Guilds and Inclusion Talks.
- Healthcare, dental, parental planning, and mental health benefits.
- 401(k) plan and match.
- Paid time off.
- Fitness reimbursements.
- Discounted employee stock purchase plan.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
