Support Specialist DataDog

Job Description

Key Responsibilities: Provide real-time, efficient, and effective support to customers via tickets, live chat, and screen-sharing sessions for issues related to the Datadog platform. Continuously monitor the Datadog platform to ensure optimal performance and identify any system anomalies, errors, or issues that may need customer attention. Address incoming support tickets and customer complaints, prioritize based on urgency and severity, and resolve basic issues or escalate to the L2 team when necessary using Datadog s escalation mechanism. Document common technical issues, solutions, and troubleshooting steps for internal knowledge sharing and continuous improvement of the support team Effectively escalate unresolved or complex issues to the L2 support team, ensuring a smooth handover of ticket details for quicker resolution. Provide consistent and courteous support to ensure that customers are satisfied with their experience, follow up on open issues to ensure resolution, and keep customers informed throughout the process. Track and report on ticket statuses, common issues, and customer feedback to identify trends and areas of improvement. Requirements At least 1-2 years of experience in a technical support or customer service role, preferably with experience in using or supporting the Datadog platform or similar tools. Familiarity with cloud-based platforms, monitoring tools, and DevOps workflows. Basic understanding of Datadog s features such as metrics, logs, dashboards, and alerts is a plus. Strong troubleshooting skills to investigate technical issues and find solutions quickly. Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical customers clearly and concisely. Strong analytical and problem-solving abilities to handle customer inquiries and troubleshoot platform issues. Demonstrated ability to prioritize customer satisfaction and maintain a professional demeanor under pressure. Ability to work collaboratively in a team environment, sharing knowledge and helping colleagues. Familiarity with ticketing systems (e.g., Zendesk, Jira) and other support tools. Basic understanding of Datadog s platform and associated monitoring tools.