📍 Job Overview

Job Title: Senior Manager, Technical Support Engineering
Company: Datadog
Location: San Francisco, California, USA
Job Type: Hybrid
Category: Management, Technical Support
Date Posted: 2025-06-12
Experience Level: 5-10 years
Remote Status: On-site with occasional remote work

🚀 Role Summary

Lead and mentor a team of Support Engineering Managers and Technical Support Engineers, driving customer success and ensuring high-quality support.
Oversee projects and initiatives, collaborating cross-functionally to implement operational improvements and maintain a highly regarded customer experience.
Manage regional hiring targets, assist in recruiting efforts, and ensure successful onboarding of new team members.
Partner with Support Engineering Director colleagues and the VP of Support Engineering on strategic, global initiatives at scale.
Review and help prioritize Support Engineering escalations, and assist with incident response during outages/incidents.

📝 Enhancement Note: This role requires a proven track record in people management, preferably with experience managing a team of managers. A strong customer-centric approach, exceptional communication skills, and the ability to thrive in a fast-paced, hypergrowth environment are essential for success.

💻 Primary Responsibilities

Team Management & Development:
- Manage, develop, and mentor a fast-paced team of Support Engineering Managers.
- Conduct regular 1:1s with team members to provide constructive feedback and skills development.
- Ensure the successful onboarding and development of Technical Support Engineers.
Project & Initiative Management:
- Oversee all projects and initiatives within the region and functional area, ensuring successful and timely completion.
- Collaborate cross-functionally with senior leaders to tackle urgent matters and implement workflow improvements.
Recruiting & Hiring:
- Assist with recruiting efforts to find and hire top talent within your region.
- Responsible for ensuring that all quarterly hiring targets for the region and functional area are met.
Incident Response & Escalation Management:
- Review and help prioritize Support Engineering escalations.
- Assist with incident response during outages/incidents, communicating with customers and providing information to internal teams.
Strategic Planning & Collaboration:
- Partner with Support Engineering Director colleagues and the VP of Support Engineering on strategic, global initiatives at scale.
- Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters and implement workflow improvements.

📝 Enhancement Note: This role requires a high level of strategic thinking, cross-functional collaboration, and the ability to balance both tactical and strategic priorities. A strong understanding of customer support processes and a customer-centric mindset are crucial for success.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Pursuit of a relevant master's degree or advanced certification is a plus.

Experience: 5-10 years of experience in technical support, with at least 2 years in a management role, preferably managing a team of managers. Proven experience in a high-growth, customer-centric organization is preferred.

Required Skills:

Proven people management experience, with a track record of successfully managing and developing teams.
Strong communication and interpersonal skills, with the ability to build and maintain effective working relationships with customers, team members, and stakeholders.
Excellent problem-solving skills and the ability to think critically and strategically about a wide variety of challenges.
Experience working in a Support Engineering organization and a strong understanding of current monitoring solutions, DevOps tooling, and related technologies.
Knowledge of process improvement methodologies and experience implementing process and procedure in a scaling region.
Experience working in a hypergrowth organization and familiarity with Agile methodologies.

Preferred Skills:

Knowledge of Datadog's products and services.
Familiarity with customer support ticketing systems and workflow management tools.
Experience working with remote teams and managing team members across multiple time zones.
Fluency in multiple languages, with a strong command of written and spoken English.

📝 Enhancement Note: Candidates with a background in customer support, technical support, or a related field, along with a strong record of managing and developing teams, will be well-positioned for success in this role. A customer-centric mindset, exceptional communication skills, and the ability to thrive in a fast-paced, hypergrowth environment are highly valued.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date LinkedIn profile showcasing your management experience, customer support background, and relevant skills.
Examples of successful process improvement initiatives and their impact on customer satisfaction and team performance.
Case studies or success stories demonstrating your ability to manage and develop teams, improve customer support processes, and drive strategic initiatives.

Technical Documentation:

A comprehensive understanding of current monitoring solutions, DevOps tooling, and related technologies, as demonstrated by relevant certifications, training, or project experience.
Familiarity with customer support ticketing systems and workflow management tools, as evidenced by relevant project experience or certifications.

📝 Enhancement Note: While a traditional web portfolio is not required for this role, candidates should be prepared to discuss their management experience, customer support background, and relevant skills in detail during the interview process. A well-structured LinkedIn profile and examples of successful process improvement initiatives will be particularly valuable.

💵 Compensation & Benefits

Salary Range: $152,000 - $210,000 USD per year, based on experience and qualifications.

Benefits:

Generous and competitive global and US benefits, including healthcare, dental, parental planning, and mental health benefits.
New hire stock equity (RSUs) and employee stock purchase plan.
Continuous career development and pathing opportunities.
Product training to develop an in-depth understanding of Datadog's product and space.
Best in breed onboarding.
Internal mentor and buddy program cross-departmentally.
Friendly and inclusive workplace culture.

Working Hours: Full-time, with occasional remote work available. The role requires a flexible schedule to accommodate incident response and customer support needs.

📝 Enhancement Note: Datadog offers a competitive salary and comprehensive benefits package, including healthcare, dental, parental planning, and mental health benefits. The salary range provided is based on market research and internal equity considerations, and may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Datadog is a global SaaS business, delivering a rare combination of growth and profitability. The company specializes in monitoring and analytics for cloud-scale applications, helping customers break down silos and solve complexity in the cloud age.

Company Size: Datadog has over 2,000 employees worldwide, with a strong focus on growth and innovation. The company's size allows for significant career development opportunities and a dynamic, fast-paced work environment.

Founded: 2010, in New York, NY, USA.

Team Structure:

The Technical Support Engineering team is part of the broader Customer Success organization, working closely with Sales, Customer Success, Engineering, and Product teams.
The team is structured with regional Support Engineering Directors, who oversee multiple Support Engineering Managers and their respective teams of Technical Support Engineers.
The role of Senior Manager, Technical Support Engineering reports directly to a Support Engineering Director.

Development Methodology:

Datadog follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
The company prioritizes cross-functional collaboration, with regular team meetings, stand-ups, and retrospectives to drive iterative improvement.
Datadog emphasizes a culture of learning and growth, with regular training and development opportunities for all team members.

Company Website: Datadog

📝 Enhancement Note: Datadog's culture is characterized by a strong focus on growth, innovation, and customer success. The company's size and industry position offer significant career development opportunities and a dynamic, fast-paced work environment.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Manager, Technical Support Engineering. This role is responsible for managing and developing a team of Support Engineering Managers and Technical Support Engineers, driving customer success and ensuring high-quality support. The role requires a strong background in people management, customer support, and process improvement.

Reporting Structure: The Senior Manager, Technical Support Engineering role reports directly to a Support Engineering Director and works closely with other Senior Managers, Support Engineering Directors, and the VP of Support Engineering.

Technical Impact: This role has a significant impact on Datadog's customer support processes, team development, and overall customer satisfaction. The Senior Manager, Technical Support Engineering is responsible for driving strategic initiatives, improving operational efficiency, and ensuring high-quality support for Datadog's global customer base.

Growth Opportunities:

Team Development: Lead and mentor a team of Support Engineering Managers and Technical Support Engineers, driving their professional development and career growth.
Process Improvement: Identify and implement process improvements to enhance customer support quality, efficiency, and scalability.
Strategic Planning: Partner with Support Engineering Director colleagues and the VP of Support Engineering on strategic, global initiatives at scale.
Cross-Functional Collaboration: Work closely with other departments, such as Sales, Customer Success, Engineering, and Product, to drive operational improvements and ensure smooth overall operation.

📝 Enhancement Note: This role offers significant opportunities for career growth, both in terms of team development and strategic impact. Candidates with a strong background in people management, customer support, and process improvement will be well-positioned to succeed and make a meaningful impact on Datadog's customer support organization.

🌐 Work Environment

Office Type: Hybrid, with an on-site presence required for team collaboration, training, and incident response. Occasional remote work is available for certain tasks and projects.

Office Location(s): San Francisco, California, USA, and Denver, Colorado, USA.

Workspace Context:

Collaboration: The hybrid work environment fosters close collaboration with team members, both in-person and remotely.
Development Tools: Datadog provides access to industry-leading customer support ticketing systems, workflow management tools, and other relevant software to support team productivity and efficiency.
Team Interaction: The role requires regular interaction with team members, both within the immediate team and across the broader Customer Success organization, to drive strategic initiatives and ensure smooth overall operation.

Work Schedule: Full-time, with a flexible schedule to accommodate incident response and customer support needs. The role may require occasional work outside of standard business hours to support Datadog's global customer base.

📝 Enhancement Note: Datadog's hybrid work environment offers a balance between on-site collaboration and remote flexibility, allowing team members to optimize their productivity and work-life harmony. The company's focus on team development, cross-functional collaboration, and customer-centric culture creates a dynamic and engaging work environment.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to assess communication skills, cultural fit, and initial qualifications.
On-site Interview: A half-day on-site interview, including meetings with the hiring manager, team members, and other stakeholders. The interview will focus on management experience, customer support background, and strategic thinking.
Final Interview: A meeting with the VP of Support Engineering or another senior leader to discuss the role's strategic fit and long-term potential.

Portfolio Review Tips:

Highlight successful process improvement initiatives, team development achievements, and customer support case studies.
Emphasize your ability to manage and develop teams, improve customer support processes, and drive strategic initiatives.
Tailor your portfolio to demonstrate your understanding of Datadog's products, services, and customer support needs.

Technical Challenge Preparation:

Brush up on current monitoring solutions, DevOps tooling, and related technologies relevant to Datadog's product suite.
Familiarize yourself with customer support ticketing systems and workflow management tools, as used by Datadog.
Prepare for scenario-based questions that test your problem-solving skills, strategic thinking, and ability to manage and develop teams.

ATS Keywords:

People Management
Team Development
Customer Support
Process Improvement
Strategic Planning
Cross-Functional Collaboration
Incident Response
Agile Methodologies
Customer-Centric Approach
Technical Support Engineering
Technical Support Manager
Senior Manager
Customer Success
Datadog

📝 Enhancement Note: Datadog's interview process is designed to assess candidates' management experience, customer support background, and strategic thinking. A well-structured LinkedIn profile, examples of successful process improvement initiatives, and a strong understanding of Datadog's products and services will be particularly valuable in the interview process.

📌 Application Steps

To apply for this Senior Manager, Technical Support Engineering position at Datadog:

Submit your application through the Datadog careers portal.
Tailor your resume and LinkedIn profile to highlight your management experience, customer support background, and relevant skills.
Prepare a portfolio showcasing your successful process improvement initiatives, team development achievements, and customer support case studies.
Research Datadog's products, services, and customer support needs to demonstrate your understanding of the role and the company.
Practice scenario-based questions and brush up on relevant technologies to prepare for the technical interview.

📝 Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Datadog before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to management, technical support, and process improvement roles within the web technology industry.
Include web technology-specific skills, such as experience with customer support ticketing systems, workflow management tools, and relevant software.
Emphasize customer support processes, team development, and strategic planning within the context of web technology organizations.
Address web technology-specific interview preparation and coding challenge guidance.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about management, technical support, and process improvement processes, with specific reasoning based on role level and web technology industry practices.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and management-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and management specialization within the web technology industry.

Industry Expertise:

Include specific management, technical support, and process improvement skills relevant to the web technology industry.
Address management, technical support, and process improvement career progression paths and technical leadership opportunities in web technology organizations.
Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to management, technical support, and process improvement roles.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize customer support processes, team development, and strategic planning within the context of web technology organizations.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web technology and management industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to management, technical support, and process improvement professionals.
Provide actionable insights that give management, technical support, and process improvement candidates a competitive advantage.
Focus on web technology-specific team culture, cross-functional collaboration, and customer-centric support processes.

Technical Focus & Portfolio Emphasis:

Emphasize management, technical support, and process improvement best practices, customer support processes, and team development within the context of web technology organizations.
Include specific portfolio requirements tailored to the management, technical support, and process improvement discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles within the context of web technology customer support.
Focus on problem-solving methods, performance optimization, and scalable support architecture within the context of web technology organizations.
Include technical presentation skills and stakeholder communication for web technology customer support projects.

Avoid:

Generic business jargon not relevant to management, technical support, and process improvement roles within the web technology industry.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific management, technical support, and process improvement role.
Marketing language unrelated to management, technical support, and process improvement processes within the web technology industry.

Generate comprehensive, web technology-focused content that serves as a valuable resource for management, technical support, and process improvement candidates seeking their next opportunity and preparing for technical interviews in the web technology industry.

Senior Manager, Technical Support Engineering