Technical Support Engineer 2

Datadog is seeking a Technical Support Engineer 2 to join their Technical Solutions team in Sao Paulo, Brazil. This team acts as Datadog's in-house product experts, driving worldwide growth by educating potential clients and ensuring customer satisfaction. The role involves engaging with customers through various channels like ticketing systems, live chat, and screensharing to resolve technical issues and educate them on the platform. You will also reproduce technical issues, dive into Datadog's extensive integrations, and participate in product conversations based on client feedback. Datadog operates as a hybrid workplace, valuing office culture for collaboration and creativity while allowing for work-life harmony. The company is a leading observability and security platform for the AI era, providing unified visibility across the technology stack to manage complexity at scale.

Engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests Educate clients on the use of the Datadog platform Reproduce technical issues and dive into Datadog’s 1000+ integrations Become demo certified and lead a three-pillar demo to customers Participate in product conversations with internal teams based on feedback from client interactions Train as a highly knowledgeable specialist in one or more Datadog product area(s) Work from a Datadog office 3 - 5 days per week

2+ years of experience in multi-channel technical support at a SaaS company Experience using Zendesk, Jira, Confluence, or similar software Previous technical troubleshooting and/or programming experience Self-motivated, detail-attentive, and desirous of continuous learning Critical thinker with a client-centric approach Effective written and verbal communicator Some programming experience and basic knowledge of Linux Able to work a rotating schedule that requires weekend availability