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 team and provide strategy for our Technical Support Engineering team located in Tokyo, Japan.

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 Tokyo 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 team consisting 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
• 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
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
• 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 Japan. Ensure that all quarterly hiring targets for the region and functional area are met
• 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

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.

• 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 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:

• 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.

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, and infrastructure monitoring of our customers’ entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

Your Privacy:

Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice.