Manager 1, Technical Escalations Engineering - US-East

Who you are

You have a strong background in technical support and customer success, with at least 5 years of experience in a similar role. Your leadership skills shine as you manage and mentor a team, ensuring they are equipped to handle technical escalations effectively. You understand the importance of customer satisfaction and are dedicated to fostering a positive experience for clients. You are adept at building documentation and knowledge base articles, contributing to the continuous improvement of team processes and productivity. Your ability to collaborate with internal teams and customers on high-priority escalations demonstrates your commitment to resolving issues efficiently. You thrive in a hybrid work environment, balancing in-office collaboration with remote flexibility.

Desirable

Experience with Datadog's products and integrations is a plus, as is familiarity with technical training and onboarding processes. You are proactive in identifying areas for team development and are passionate about driving initiatives that enhance team performance.

What you'll do

In this role, you will manage a team of Technical Escalation Engineers, guiding them through client requests and troubleshooting issues related to Datadog's extensive integrations. You will take ownership of your team's accountability and performance, working closely with upper management to facilitate performance reviews and address any employee relations issues. Your leadership will be crucial in ensuring the successful training and onboarding of new hires, as well as providing ongoing technical training and development opportunities for your team. You will build out documentation and knowledge base articles to support various technologies, driving projects that improve team productivity and processes. Collaborating with internal teams and customers on high-priority escalations will be a key part of your responsibilities, acting as a resource to resolve escalations from team members as necessary.

What we offer

Datadog values a collaborative office culture that fosters creativity and strong relationships among team members. You will be part of a hybrid workplace that promotes work-life harmony, allowing you to thrive both in the office and remotely. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives. Join us at Datadog, where your contributions will directly impact our growth and success.