Manager 1, Technical Support Engineering - Brazil

Who you are

You have over 5 years of experience in technical support, SaaS, site reliability, or cloud operations, with a proven track record of leading teams and fostering technical expertise. You understand the importance of empathy and accountability in a leadership role, and you are committed to creating a culture of continuous improvement and curiosity within your team. Your experience includes conducting regular 1:1s, technical and performance reviews, and establishing clear career development plans for your team members.

You are passionate about coaching and mentoring others, helping them grow both technically and behaviorally. You thrive in collaborative environments and believe in the power of teamwork to achieve success. Your technical knowledge spans cloud infrastructure, containers, automation, and monitoring technologies, which you leverage to drive technical enablement programs that strengthen your team's capabilities.

You are adept at standardizing and optimizing support best practices, including escalation processes and incident management. You understand the nuances of customer interactions and are skilled at ensuring that existing customers are happy and successful with the products you support. You are excited about the opportunity to work in a hybrid workplace that values work-life harmony and fosters strong relationships among team members.

Desirable

Experience with Datadog products or similar monitoring tools would be a plus, as would familiarity with incident management frameworks and methodologies. You are always looking for ways to improve processes and enhance the customer experience, and you are open to feedback and new ideas.

What you'll do

In this role, you will lead a team of technical support engineers, providing guidance and support as they assist customers with their technical inquiries. You will be responsible for developing and implementing training programs that enhance your team's technical knowledge and customer service skills. You will also drive initiatives to improve the efficiency and effectiveness of the support team, ensuring that best practices are followed and that customer satisfaction remains high.

You will collaborate closely with other departments, including product management and engineering, to relay customer feedback and advocate for improvements based on customer needs. Your role will involve analyzing support metrics and identifying trends to proactively address potential issues before they escalate.

You will conduct regular performance reviews and provide constructive feedback to your team members, helping them to identify areas for growth and development. You will also be responsible for fostering a positive and inclusive team culture, where everyone feels valued and empowered to contribute.

What we offer

At Datadog, we offer a dynamic and supportive work environment where you can thrive both personally and professionally. You will have the opportunity to work with cutting-edge technologies and be part of a team that is dedicated to customer success. We value creativity and collaboration, and we encourage you to bring your ideas to the table. Our hybrid workplace model allows for flexibility, ensuring that you can create a work-life harmony that suits your needs. Join us and make a meaningful impact in the world of technical support engineering.