Senior Manager, Technical Support Engineering

The Team:
Datadog is seeking a highly motivated, results oriented Senior Manager to join our high-growth organization and cutting-edge team. Our Technical Support team shares technical and product expertise with customers through break-fix resolutions, educational and how-to requests. You will oversee and architect a fast-growing global team and provide strategy for our Technical Support Engineering team located in São Paulo .
Join a diverse team of traditional and non-traditional backgrounds, working together to solve complex problems the right way. You will lead a team of managers and individual contributors in our Sao Paulo center, immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Datadog and to our customers.
At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.
What You'll Do

• Build & Scale: Establish and scale a new technical support center from the ground up in Sao Paulo, Brazil, navigating the local market and labor landscape.
• Strategic Leadership: Develop and execute a strategic vision for the Sao Paulo support team, aligning with global support initiatives and business objectives.
• Team Development: Recruit, onboard, mentor, and develop high-performing Technical Support Engineers (and Support Engineering Managers, eventually).
• Operational Excellence: Optimize support workflows, manage Key Performance Indicators (CSAT, resolution times, etc.), and ensure efficient incident response.
• Cross-Functional Collaboration: Partner with Engineering, Product, Sales, and Customer Success teams to drive product improvements and enhance customer experience.
• Talent Acquisition: Own the hiring targets for the region, and ensure top talent is brought into the organization.
• Customer Advocacy: Actively champion the Portuguese customer base by translating their specific business requirements and challenges to executive leadership, ensuring their unique perspectives are prioritized and addressed within support strategies.

Who You Are

• Experienced Leader: Minimum 9 years of technical support experience, with 5+ years in a leadership role managing technical support teams.
• Technical Expert: Hands-on experience in cloud infrastructure (AWS, GCP, Azure), containerization (Kubernetes, Docker), Observability, or related technologies.
• Brazilian Market Expertise: Demonstrated ability to navigate the Brazilian talent acquisition and retention landscape with proven experience of building and developing a Technical Support Center in Brazil.
• Customer-Centric: Proven track record of delivering exceptional customer experiences in an enterprise SaaS environment.
• Strategic Thinker: Ability to develop and execute strategic plans, drive operational improvements, and lead change.
• Excellent Communicator: Fluent in English and Portuguese, with strong written and verbal communication skills.
• Data-Driven: Proficient in using data to drive decisions and optimize support operations.
• Agile and Adaptable: Thrives in a fast-paced, high-growth environment.
• Culturally Aligned: Embodies Datadog's values of growth mindset, humility, and servant leadership.
• Education: Bachelor's or Master's degree in Computer Science, Engineering, or related field preferred.
• Bonus points: Experience working in a hypergrowth organization or an Entrepreneur.

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you're passionate about technology and want to grow your skills, we encourage you to apply.
Benefits and Growth::

• Generous and competitive global benefits
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
  Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Friendly and inclusive workplace culture

About Datadog:
Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.
Equal Opportunity at Datadog:
Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.
Your Privacy:
Any information you submit to Datadog as part of your application will be processed in accordance with Datadog's Applicant and Candidate Privacy Notice .