Technical Support Engineer 2

Who you are

You have over 2 years of experience in multi-channel technical support within a SaaS company, demonstrating your ability to educate potential customers and ensure existing customers are satisfied and successful. You possess effective communication skills, both written and verbal, in Japanese, allowing you to engage with clients at a business or native level. Your experience includes using tools such as Zendesk, Jira, and Confluence, which are essential for managing customer interactions and support tickets. You have a solid understanding of troubleshooting and programming, with basic knowledge of Linux, enabling you to reproduce technical issues and delve into Datadog's extensive integrations. You are proactive, detail-oriented, and eager to continuously learn and improve your technical skill set. Your critical thinking skills allow you to adopt a client-centered approach to problem-solving, ensuring that customer needs are met effectively.

What you'll do

In this role, you will conduct ongoing training on how to utilize the platform through various channels, including ticketing systems, live chat, and screen sharing tools. You will be responsible for identifying necessary technical support and resolving issues that customers encounter. You will lead product demonstrations for customers after obtaining demo certification, showcasing your expertise in Datadog's products. Additionally, you will participate in discussions with internal teams based on customer feedback, contributing to product improvements and enhancements. Your role will involve collaborating with a growing global team that values knowledge sharing and continuous skill development. You will work on-site at the Datadog office for at least three days a week, fostering relationships and collaboration with your colleagues.

What we offer

Datadog provides an excellent onboarding experience and ongoing professional development opportunities, including product training and career path guidance. New employees are granted stock options (RSUs) and can participate in the Employee Stock Purchase Plan (ESPP). You will have access to mentorship and buddy programs to help you build a strong internal network. The company promotes an inclusive culture and offers participation in community guilds. Comprehensive healthcare benefits and a corporate defined contribution pension plan (401K) are also part of the package. Datadog values work-life harmony and operates as a hybrid workplace, allowing flexibility in your work environment.