Senior Manager, Technical Support Engineering

Datadog is seeking a highly motivated, results oriented Senior Manager to join our high-growth organization and cutting-edge team. Our Technical Solutions team shares technical and product expertise with customers through ongoing guidance, presentations, technical evaluations, and demos. You will oversee and architect a fast-growing global team and provide strategy for our Technical Support Engineering team located in Sydney.

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 Sydney 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:

• Manage, develop, and mentor a fast-paced team of Support Engineering Managers, who in turn manage teams of 4-6 Technical Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations
• Partner with Support Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale
• Ensure the successful onboarding and development of Technical Support Engineers
• Oversee all projects and initiatives within the region and functional area that Managers are responsible for and ensure successful and timely completion of said projects
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded
• Review and help prioritize Support Engineering escalations 
• Assist with incident response during outages/incidents, communicating with customers and providing info to our internal teams 
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development. 
• Assist recruiting efforts to find and hire top talent within your region. 
• Responsible for ensuring that all quarterly hiring targets for the region and functional area are met 
• Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation Who You are:

Who You Are:

• A previous people manager (in particular, has experience managing a team of managers).
• Experience working in a Support Engineering organization.
• Self-motivated, detail-attentive, and have a desire to keep learning more.
• Someone with a high EQ and soft skills.
• A critical thinker who defaults to a customer-centric approach.
• Experienced in successful implementation of process and procedure in a scaling region.
• Exceptional with written and oral communication.
• Able to think creatively and strategically about a wide variety of challenges.
• Bonus Points: 
• Knowledge of current monitoring solutions, DevOps tooling, and related technologies
• Previous experience working in a hyper growth organization
• CS or Engineering degree
• Able to work onsite in an office location at least 3 days a week

Datadog values people from all walks of life. We know 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 experience, we encourage you to apply. 

Benefits and Growth: 

• 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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.