Datadog
Manager
Datadog's mission is to provide observability, analytics and insight into companies' infrastructure environment in the cloud age to solve problems for Dev and Ops teams globally.
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Datadog
Datadog is the essential monitoring platform for cloud applications. We bring together data from servers, containers, databases, and third-party services to make your stack entirely observable. These capabilities help DevOps teams avoid downtime, resolve performance issues, and ensure customers are getting the best user experience.
About the role
The Enterprise IT Support team is a globally distributed team that supports all Datadog employees from their first day with the company and beyond. The teams work closely with stakeholders all across Datadog to ensure we are providing the best possible support to our end users and to continuously improve the services we offer. The IT Support team provides high touch, white glove support to all of our employees, with a focus on proactive and prompt service. As a Manager 1 for Enterprise IT Support, you will be responsible for hiring, growing and managing a team of Enterprise IT Support Technicians. You will provide guidance, manage performance quantitatively, and serve as a point of escalation. You will build strong relationships across the organization in order to advance_ _the team and company mission. What You’ll Do:
- Manage, mentor, and recruit for the Enterprise IT Support team
- Hold the team accountable to SLOs and KPIs to ensure the help desk gives quick and accurate support
- Create and update policies, standards and procedures
- Facilitate a culture of end user self service through innovative programs, software, documentation and other resources
- Serve as a point of escalation on IT Support issues
Who You Are:
- A leader with experience managing an IT team at an organization with 1000 or more employees
- Someone with an incredible attention to detail
- An excellent verbal and written communicator
- You love helping people
- Experienced in working and communicating effectively in a fast-paced, high growth, distributed organization _Datadog values people from all walks of life. We know 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 experience, we encourage you to apply. _
Benefits and Growth:
- Product training to develop an in-depth understanding of our product and space
- Continuous career development and pathing opportunities for internal mobility
- Intradepartmental mentor and buddy program for in-house networking
- An inclusive company culture, ability to join our Community Guilds (Datadog employee resource groups)
- New hire stock equity (RSUs) and employee stock purchase plan
- Free global mental health benefit through Spring Health
- Generous global benefits
What you'll be responsible for
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Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
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Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Our sales team works with a best-of-breed product that solves real problems for our customers. Sellers follow a well-defined methodology that helps them identify the customer's unique needs and clearly communicate the value of the Datadog product. Whether you're looking to learn from the best or be the best, the Datadog sales team is dedicated to furthering personal development and team success.