Manager I, Technical Support Engineering

ABOUT THE ROLE We are seeking a highly skilled Manager I, Technical Support Engineering to join our global team at Datadog. As a key member of our Technical Solutions team, you will play a critical role in educating potential clients and ensuring existing customers are happy and successful with our products. This is a fast-paced and dynamic environment where you will collaborate with cross-functional partners and external customers to drive growth and success. WHAT YOU'LL DO As a Manager I, Technical Support Engineering, you will be responsible for managing, developing, and mentoring a team of Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the 1000+ integrations that Datadog works with. Your key responsibilities will include: - Managing a fast-paced team of Support Engineers - Developing and mentoring team members to ensure their success - Ensuring successful onboarding of new Support Engineers - Triage Support Engineering queues and work with Product and Engineering on urgent matters - Reviewing and prioritizing Support Engineering escalations, and following up with customers - Dispatching customer requests throughout the day as part of a queue rotation schedule - Overseeing demo training and assisting in demo certification - Assisting with incident response during outages/incidents, communicating with customers and providing internal teams with information - Building out documentation and knowledge base articles for a variety of technologies WHAT YOU'LL NEED To succeed in this role, you will need to be a passionate people manager and/or mentor with a minimum of 3 years of experience leading a team. You will also need to be a curious, self-motivated, detail-attentive, and continuous learner with a critical thinking approach. Additionally, you will require business or native-level fluency in English and Korean (spoken and written), as well as some programming experience and a basic knowledge of Linux. You will also need to be able to work a rotating schedule that requires weekend availability. WHY REMOTE At Datadog, we operate as a hybrid workplace to ensure our employees can create a work-life harmony that best fits them. As a remote employee, you will have the flexibility to work from anywhere and will be part of a global team that collaborates constantly to share knowledge and continuously advance our technical skillset. BENEFITS As a Manager I, Technical Support Engineering at Datadog, you will enjoy a range of benefits, including: - 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