Senior Technical Support Engineer - Brazil

As a Senior Technical Support Engineer at Datadog, you'll engage customers through various channels, resolve their technical support requests, and provide guidance on platform usage. This includes troubleshooting complex issues, reproducing technical problems, leading advanced demos, and mentoring junior team members.

To qualify for the Senior Technical Support Engineer position at Datadog, you should have over 5 years of multi-channel technical support experience at a SaaS company, be skilled with APIs, and have familiarity with cloud technologies. Excellent communication skills in English and Portuguese are also essential.

Datadog values a vibrant office culture and collaboration among its employees. As a Senior Technical Support Engineer, you'll benefit from a hybrid work environment, connecting with peers in-person at the office and flexibly from home, fostering teamwork and creativity.

At Datadog, you'll experience continuous professional development through extensive training, mentorship programs, and opportunities to enhance your skills and career path. You'll also enjoy benefits like stock equity and a supportive community.

Datadog is an inclusive and innovative company that champions diversity of thought and encourages employees to take smart risks. As a Senior Technical Support Engineer, you'll be part of a collaborative team where your contributions are valued, creating a positive impact on clients and the company.

When answering this question, focus on a specific example where your technical skills and problem-solving abilities were put to the test. Explain the issue, the steps you took to resolve it, and the outcome, demonstrating clear communication and a customer-centric approach.

To effectively prioritize tickets, emphasize your strategy for assessing urgency and impact on the customer. You can mention tools used for tracking or how you communicate with clients to set expectations, ensuring key issues are addressed promptly.

Discuss specific projects or tasks where you've successfully interacted with APIs or REST services, including troubleshooting or building integrations. Show a clear understanding of how these technologies can enhance a customer’s experience with the product.

When answering, discuss your mentorship philosophy. Explain how you share knowledge, provide constructive feedback, and support their professional development. Providing practical examples of successful mentoring instances can strengthen your response.

Elaborate on your approach to continuous learning, such as attending workshops, joining online forums, or participating in company training. Highlight your commitment to staying current with industry trends that can enhance your contributions at Datadog.

Outline your conflict resolution skills by discussing your approach to empathetically listening to the customer’s concerns, acknowledging their frustration, and working collaboratively to find a solution, all while maintaining professionalism.

Be specific about tools you’ve used, such as Zendesk or Jira. Explain how you utilized them to track and resolve tickets effectively while ensuring clear communication with your team and clients, maximizing your team's efficiency.

Discuss your strategy for translating complex concepts into simple terms, perhaps by using analogies or visual aids. Sharing past experiences where you successfully conveyed these messages can illustrate your communication skills.

Highlight qualities such as patience, strong problem-solving skills, adaptability, and excellent communication. Discuss how these traits contribute to a better customer experience and efficient team collaboration.

Show your flexibility and commitment by explaining how you manage your time and responsibilities while accommodating a rotating schedule. You can also illustrate how you've effectively balanced work with personal commitments.