Director, Technical Support Engineering

DataDog
Mexico City, São Paulo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Mentorship","Customer-centric","Analytical","Communication"]

Lead and scale the LATAM Technical Support Engineering team at Datadog, shaping strategy, performance metrics, and cross-functional collaboration. You’ll manage managers and engineers across multiple cities, drive recruiting and onboarding, and own regional projects and process improvements in a hybrid, customer-centric environment.

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DataDog
DataDog
4 months ago

Director, Technical Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead and scale the LATAM Technical Support Engineering team at Datadog, shaping strategy, performance metrics, and cross-functional collaboration. You’ll manage managers and engineers across multiple cities, drive recruiting and onboarding, and own regional projects and process improvements in a hybrid, customer-centric environment.
Location: Mexico City, São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Manage, develop, and mentor a team of Support Engineering Managers and 7-8 engineers per team across 400+ integrations
  • •Own team metrics and partner with upper management and HR on performance management and employee issues
  • •Provide strategic guidance and oversight to regional managers on projects for timely completion
  • •Assist recruiting to hire top regional talent and meet quarterly hiring targets, plus onboarding of engineers
  • •Drive cross-functional initiatives and collaborate on escalations with Sales, Customer Success, Engineering, and Product to improve operations

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityLearning Budget

Key Requirements

  • •Experience leading a team of Technical Support Engineers or similar, with a focus on mentorship and development
  • •Proven ability to manage metrics, performance, and employee issues in collaboration with HR
  • •Strong customer-centric problem solving and critical thinking skills
  • •Experience implementing process improvements and scaling in a regional context, with analytics driving decisions
  • •Ability to work a rotating schedule that includes weekend availability
Experience:SaaSCloud monitoringDevOps tooling
Education:Bachelor's in Computer Science / Engineering
Skills:LeadershipMentorshipCustomer-centricAnalyticalCommunication
Languages:English
Tech Stack:DatadogMonitoringDevOps toolingCloudSaaS

Company Brief

DataDog
Provides a cloud-native monitoring and observability platform that unifies metrics, traces, logs, and security signals to help engineering, operations, and security teams monitor and troubleshoot modern applications and infrastructure.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2010
Glassdoor
Glassdoor: 4.1
WebsiteLinkedIn