Federal Support Engineer 3

We are Datadogs in-house product experts. The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers who operate within some of the most highly regulated and security-constrained environments. These customers include various government agencies and organizations with critical sensitive missions.

As a Federal Support Engineer 3 this role places you at the forefront of supporting these customers mission-critical workloads. These complex workloads are often deployed across sophisticated hybrid and multi-cloud architectures requiring deep expertise in cloud technologies monitoring and security best practices. Your primary responsibility is to ensure the complete success of these customers across their entire lifecycle with Datadog. Whether youre looking to learn from the best or be the best the Federal Support team is dedicated to furthering personal development and team success.

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 Youll Do:

• Engage with public sector customers via multiple channels (ticketing system live chat calls and screensharing tools) to identify and resolve technical support requests.
• Troubleshoot investigate and resolve complex technical issues in highly constrained environments across Datadogs 1000 integrations often with limited logs or sanitized data.
• Handle urgent escalation cases that may result in customer-facing troubleshooting calls and internal or external incident management
• Become a subject matter expert in many Datadog product areas
• Partner with Product Engineering and Account teams to to validate bugs and advocate for customer-impacting improvements
• Provide mentorship to junior members of the team and serve as their escalation partner
• Partner closely with Sales and Customer Success to remove technical blockers support trials and drive product adoption
• Work from a Datadog office 3 - 5 days per week

Who You Are:

• A candidate with hands-on experience delivering technical support to publicsector environments and strictly regulated workloads.
• 5 years of experience delivering technical support within SaaS environments for highly regulated public-sector customers.
• Experienced with APIs and RESTful interfaces with strong knowledge of networking concepts distributed systems microservices and cloudnative architectures.
• Handson experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multicloud environments
• An exceptional written and verbal communicator with experience communicating complex technical issues to both technical and non-technical audiences
• A strong mentor to your technical peers
• A critical thinker with the capacity to understand a complex technical problem
• Self-motivated detail-attentive and able to continuously learn
• Deep expertise in identifying root causes across APIs networking cloud infrastructure and operatingsystem layers.
• Able to work an on-call 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. Thats okay. If youre passionate about technology and want to grow your skills we encourage you to apply.

To conform to U.S. export control regulations candidates should be eligible for any required authorizations from the U.S. Government.

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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

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