Director, Technical Support Engineering

Datadog is seeking a highly motivated, results oriented Director 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 LATAM. 

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 LATAM Region, 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 team of Support Engineering Managers, who manage teams of 7-8 Technical Support Engineers responsible for responding to client requests, reproducing and troubleshooting issues, and working into Datadog’s 400+ integrations
• Act as the owner for your team’s metrics and performance - partnering closely with upper management and HR on performance management and employee issues
• Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion.
• Assist recruiting efforts to find and hire top talent within your region. Ensure that all quarterly hiring targets for the region and functional area are met
• Ensure the successful onboarding and development of Technical Support Engineers
• Drive cross-functional projects or initiatives to improve team productivity, process, or procedure
• Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
• 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:

• Passionate about people management and/or mentorship with previous experience leading a team of Technical Support Engineers.
• Self-motivated, detail-attentive, and have a desire to keep learning more.
• A critical thinker who defaults to a customer-centric approach.
• Experienced in successful implementation of process and procedure in a scaling region.
• Passionate about using analytics to drive informed decision-making and optimize processes.
• Someone with a high EQ and soft skills.
• Able to work a rotating schedule that requires weekend availability
• Bonus Points: 
• Knowledge of current monitoring solutions, DevOps tooling, and related technologies
• Previous experience working in a hyper growth organization
• CS or Engineering degree

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 and US 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

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

#LI-Hybrid