Federal Support Engineer 3

📋 Description

• Engage public sector customers via tickets, live chat, calls, and screensharing to resolve requests.
• Troubleshoot complex issues across 1000+ integrations with limited logs.
• Handle urgent escalations leading to incident management.
• Become a subject matter expert across Datadog product areas.
• Collaborate with Product, Engineering, and Account teams to validate bugs and advocate improvements.
• Mentor junior team members and serve as their escalation partner.

🎯 Requirements

• Hands-on experience delivering technical support to public-sector environments and regulated workloads.
• 5+ years in SaaS technical support for highly regulated public-sector customers.
• APIs and RESTful interfaces; networking, distributed systems, microservices, and cloud-native architectures.
• Deep expertise identifying root causes across APIs, networking, cloud infrastructure, and OS layers.
• Excellent written and verbal communication; explain complex issues to technical and non-technical audiences.
• Self-motivated, detail-oriented, and eager to learn.

🎁 Benefits

• Best-in-breed onboarding
• Generous global benefits
• Mentor and buddy program for internal networking
• New hire stock RSUs and ESPP
• Ongoing professional development and product training
• Inclusive culture with Community Guilds and Inclusion Talks