📍 Job Overview

Job Title: Senior Manager, Technical Support Engineering
Company: Datadog
Location: Sydney, Australia
Job Type: Hybrid (3 days on-site)
Category: Management, Technical Support
Date Posted: June 27, 2025
Experience Level: 5-10 years
Remote Status: On-site (3 days per week)

🚀 Role Summary

Lead and mentor a team of Support Engineering Managers and Technical Support Engineers, driving customer success through technical expertise and guidance.
Collaborate cross-functionally with senior leaders to implement operational improvements and ensure a highly regarded customer experience.
Oversee projects and initiatives within the region, ensuring successful and timely completion.
Assist with incident response during outages/incidents, communicating with customers and providing information to internal teams.
Conduct regular 1:1s with team members to provide constructive feedback and skills development.

📝 Enhancement Note: This role requires a balance of strong management, technical, and communication skills to effectively lead a team and drive customer success in a fast-paced, global environment.

💻 Primary Responsibilities

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

📝 Enhancement Note: The primary responsibilities for this role revolve around effective team management, strategic planning, and cross-functional collaboration to drive customer success and operational excellence.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).

Experience: 5-10 years of experience in a Support Engineering organization, with at least 2 years of experience managing a team of managers.

Required Skills:

Proven experience in managing a team of managers in a Support Engineering organization.
Strong communication skills, both written and verbal.
Critical thinking and problem-solving abilities.
Ability to think creatively and strategically about a wide variety of challenges.
Exceptional process implementation and project management skills.
High emotional intelligence (EQ) and soft skills.
Customer-centric mindset.

Preferred Skills:

Knowledge of current monitoring solutions, DevOps tooling, and related technologies.
Previous experience working in a hyper-growth organization.
CS or Engineering degree.

📝 Enhancement Note: The required and preferred skills for this role emphasize a strong background in Support Engineering management, with a focus on communication, critical thinking, and customer-centricity.

📊 Web Portfolio & Project Requirements (N/A for this management role)

💵 Compensation & Benefits

Salary Range: $180,000 - $220,000 AUD per year (based on market research and regional adjustments for Sydney, Australia).

Benefits:

Best-in-breed onboarding
Generous global benefits
Intra-departmental mentor and buddy program
New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
Continuous professional development, product training, and career pathing
Inclusive company culture, able to join Community Guilds and Inclusion Talks

Working Hours: Full-time (40 hours per week), with flexible working hours and remote work options available.

📝 Enhancement Note: The salary range and benefits for this role have been estimated based on market research and regional adjustments for Sydney, Australia. The benefits listed are subject to change and may vary based on the country of employment and the nature of employment with Datadog.

🎯 Team & Company Context

Company Culture:

Industry: Software as a Service (SaaS), Cloud Monitoring
Company Size: Medium to Large (1,000+ employees)
Founded: 2010

Team Structure:

The Technical Support Engineering team is part of the broader Support organization, which includes Support Engineering, Customer Success, and Support Operations.
The team consists of Support Engineering Managers, Technical Support Engineers, and Specialists, working together to ensure customer success through technical expertise and guidance.

Development Methodology:

Datadog follows Agile methodologies, with a focus on continuous improvement and customer success.
The company encourages a culture of collaboration, innovation, and thought leadership.

Company Website: https://www.datadoghq.com/

📝 Enhancement Note: Datadog's company culture emphasizes collaboration, innovation, and customer-centricity, with a focus on driving customer success through technical expertise and guidance.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior management position within the Technical Support Engineering team, responsible for leading and mentoring a team of managers and individual contributors.

Reporting Structure: The Senior Manager, Technical Support Engineering reports directly to the Director of Support Engineering and is responsible for managing a team of Support Engineering Managers.

Technical Impact: This role has a significant impact on customer success and satisfaction, as well as the overall performance and efficiency of the Technical Support Engineering team.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a Director or VP role within the Support organization or explore other leadership roles within Datadog.
Technical Skill Development: The role provides opportunities to gain experience in managing a team of managers, as well as developing skills in strategic planning, operational improvements, and cross-functional collaboration.
Technical Leadership: As the team grows and evolves, there may be opportunities to take on more technical leadership responsibilities, such as driving the adoption of new tools or processes, or contributing to technical decision-making.

📝 Enhancement Note: This role offers significant growth opportunities in management, technical skill development, and technical leadership, with the potential to advance to more senior roles within the organization.

🌐 Work Environment

Office Type: Hybrid (3 days on-site)

Office Location(s): Sydney, Australia

Workspace Context:

Datadog's Sydney office is designed to foster collaboration, creativity, and work-life harmony.
The workspace features open-plan areas, meeting rooms, and breakout spaces, as well as access to the latest tools and technology.
The company encourages a flexible work environment, with remote work options available.

Work Schedule: Full-time (40 hours per week), with flexible working hours and remote work options available.

📝 Enhancement Note: Datadog's hybrid work environment encourages collaboration, creativity, and work-life harmony, with flexible working hours and remote work options available.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to discuss the role, team, and company culture, as well as assess communication and cultural fit.
On-Site Interview: A full-day on-site interview, including meetings with team members, managers, and other stakeholders, as well as a working session to assess problem-solving, communication, and leadership skills.
Final Interview: A final interview with the Director of Support Engineering or another senior leader to discuss the role, team, and company fit, as well as answer any remaining questions.

Portfolio Review Tips: (N/A for this management role)

Technical Challenge Preparation: (N/A for this management role)

ATS Keywords: (N/A for this management role)

📝 Enhancement Note: The interview process for this role is designed to assess communication, problem-solving, leadership, and cultural fit, with a focus on the candidate's ability to effectively manage and collaborate with a team of managers and individual contributors.

🛠 Technology Stack & Web Infrastructure (N/A for this management role)

👥 Team Culture & Values

Web Development Values:

Customer-Centric: Focus on understanding and addressing customer needs and pain points.
Collaborative: Work together to solve complex problems and drive customer success.
Innovative: Continuously seek out new and better ways to support customers and improve processes.
Data-Driven: Use data and analytics to inform decision-making and improve performance.
Accountable: Take ownership of tasks and responsibilities, and follow through on commitments.

Collaboration Style:

Datadog encourages a culture of open communication, active listening, and mutual respect.
The company values a flat organizational structure, with a focus on empowering team members to make decisions and take initiative.
Datadog fosters a culture of continuous learning and improvement, with regular training and development opportunities.

📝 Enhancement Note: Datadog's team culture emphasizes customer-centricity, collaboration, innovation, data-driven decision-making, and accountability, with a focus on empowering team members to make decisions and take initiative.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a team of managers in a fast-paced, global environment requires strong leadership, communication, and problem-solving skills.
Balancing the needs of customers, team members, and other stakeholders can be challenging, and may require difficult decisions and trade-offs.
Keeping up with the latest monitoring solutions, DevOps tooling, and related technologies can be challenging, but is essential for providing effective technical guidance and support to customers.

Learning & Development Opportunities:

Management Development: This role offers significant opportunities to develop and refine management skills, with exposure to a wide range of challenges and stakeholders.
Technical Skill Development: The role provides opportunities to gain experience in strategic planning, operational improvements, and cross-functional collaboration, as well as exposure to the latest monitoring solutions, DevOps tooling, and related technologies.
Leadership Development: As the team grows and evolves, there may be opportunities to take on more technical leadership responsibilities, driving the adoption of new tools or processes, or contributing to technical decision-making.

📝 Enhancement Note: This role presents significant technical challenges and learning opportunities, with a focus on management, technical skill, and leadership development in a fast-paced, global environment.

💡 Interview Preparation

Technical Questions:

Management & Leadership: Be prepared to discuss your experience managing a team of managers, as well as your approach to leadership, team development, and strategic planning.
Problem-Solving: Be ready to describe your approach to problem-solving, as well as your experience tackling complex challenges in a Support Engineering organization.
Customer-Centricity: Demonstrate your understanding of customer needs and pain points, as well as your ability to develop and implement solutions that drive customer success.

Company & Culture Questions:

Company Fit: Be prepared to discuss your understanding of Datadog's mission, values, and culture, as well as your fit within the organization.
Team Dynamics: Demonstrate your ability to work effectively with a diverse team of managers and individual contributors, as well as your understanding of team dynamics and collaboration.
Adaptability: Showcase your ability to adapt to new challenges and environments, as well as your flexibility and resilience in the face of change.

Portfolio Presentation Strategy: (N/A for this management role)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's management, leadership, problem-solving, and cultural fit skills, with a focus on their ability to effectively lead a team of managers and individual contributors in a fast-paced, global environment.

📌 Application Steps

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

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant management, technical, and leadership experience, as well as your fit with Datadog's mission, values, and culture.
Prepare for the interview process by reviewing the role, team, and company information provided, as well as practicing your problem-solving, communication, and leadership skills.
Research Datadog's mission, values, and culture, as well as the company's products, services, and industry position, to demonstrate your understanding and enthusiasm for the role and organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and management-specific assumptions. All details should be verified directly with Datadog's hiring organization before making application decisions.

Senior Manager, Technical Support Engineering