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.