Staff Technical Support Operations Engineer

We are seeking a highly motivated and experienced Senior Technical Solutions Operations Engineer (TSOE) to support the global Technical Solutions (TS) organization, building and maintaining our internal tooling and workflows.

Datadog’s TS org is composed of 800+ customer-facing technical experts around the world from Sales Engineers, Technical Account Managers to Support Engineers that work with prospects and customers across their journey with Datadog to deliver outstanding customer experiences and drive growth through rapid product adoption.   

We are committed to growth by attracting and developing top talent through a culture of ownership, innovation, diversity, collaboration, and humility. You will be part of a team immersed in a startup-like environment where you will be challenged, but also will immediately witness your contributions to Datadog.

 

Top of mind I'd say things like the below, but again I'd need to think about this further:

System performance (uptime, # incidents, # vulnerabilities, # reported bugs)

Resilience (backup plans in terms of incidents/outages)

Scalability (level of complexity of the setup - to be defined with Zendesk, usage tracking)

Efficiency  (# manual flows versus automated flows, agent satisfaction)

 

What You’ll Do:

• Develop and own the long-term technology strategy and architecture roadmap for the TS department. Ensure alignment with the department strategy and future growth plans.
• Proactively identify opportunities for systems innovation that can significantly impact TS teams' efficiency and effectiveness.
• Lead the design and implementation of large-scale systems that are highly efficient, scalable, secure, and resilient; be held accountable for key metrics i.e. uptime, error rates, # systems components, # reported issues, end-users satisfaction, etc.)
• Work closely with senior leadership across departments (e.g., Support, Sales Engineering, IT, Security) to ensure that the technology landscape supports business objectives. Present strategic initiatives and technical solutions to executive stakeholders.
• Manage high-level relationships with key technology vendors and partners. Negotiate contracts, set service-level agreements (SLAs), and ensure that vendors meet the organization’s strategic needs.
• Act as a mentor to other team members, providing guidance on complex technical issues, architectural decisions, and best practices. Influence the technical direction of the team.
• Work a hybrid model of 3-5 days in office per week. 

 

Who You Are:

• Solid technical background with an engineering degree in computer science, information systems, or equivalent
• Deep expertise in system architecture and enterprise systems (e.g., Zendesk, JIRA). Familiarity with modern technology stacks, cloud infrastructure, and security best practices.
• 10+ years of experience in Business Systems Engineering or Operations, with at least 3 years in a senior or lead role.
• Proven ability to lead and mentor teams, influence cross-functional stakeholders, and drive strategic initiatives. Excellent communication skills, particularly in translating complex technical concepts to non-technical stakeholders.
• A track record of identifying and implementing innovative solutions that have had a significant impact on business operations. Strong analytical skills and a data-driven approach to problem-solving.
• The following experience is a strong plus:
• Proficiency in Python
• Zendesk Support Certified
• Proficient in JIRA and a Workforce Management platform
• Experienced in supporting Sales Engineering and Technical Professional Services teams

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

Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is:$125,000—$167,000 USD

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,