Manager I, Technical Support Engineering

DataDog
Tokyo
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Mentorship","Client-centric","Communication","Problem-solving"]

Lead and develop a fast-paced Solutions Engineering team within Datadog's Technical Solutions group, focusing on onboarding new engineers, triaging queues with product/engineering, and delivering expert support across 1000+ integrations. You will mentor staff, oversee escalations, participate in incident response, and contribute to knowledge base creation, with English and Japanese fluency and weekend rotation in a hybrid Tokyo-based role.

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FursaFursa
DataDog
DataDog
9 months ago

Manager I, Technical Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead and develop a fast-paced Solutions Engineering team within Datadog's Technical Solutions group, focusing on onboarding new engineers, triaging queues with product/engineering, and delivering expert support across 1000+ integrations. You will mentor staff, oversee escalations, participate in incident response, and contribute to knowledge base creation, with English and Japanese fluency and weekend rotation in a hybrid Tokyo-based role.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage, develop, and mentor a fast-paced team of Solutions Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the 1000+ integrations that Datadog works with
  • •Ensure successful onboarding of new Solutions Engineers
  • •Help triage Solutions Engineering queues and work with Product and Engineering on urgent matters
  • •Review and help prioritize Solutions Engineering escalations, and follow up with customers in Japan
  • •Dispatch customer requests throughout the day as part of a queue rotation schedule

Pay and Benefits

Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •Must have experience leading a team and mentoring engineers
  • •Programming experience with a basic knowledge of Linux
  • •Fluency in English and Japanese (spoken and written) at business/native level
  • •Able to work a rotating schedule that includes weekend availability
  • •Strong client-centric mindset and detail-oriented, self-motivated learner
Experience:SaaSCloud monitoring
Skills:LeadershipMentorshipClient-centricCommunicationProblem-solving
Languages:EnglishJapanese
Tech Stack:LinuxProgramming

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