Support engineering support

We are Datadog's in-house product experts. The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers, who operate within some of the most highly regulated and security‑constrained environments. These customers include various government agencies and organizations with critical, sensitive missions. As a Federal Support Engineer 3, this role places you at the forefront of supporting these customers' mission‑critical workloads. These complex workloads are often deployed across sophisticated hybrid and multi‑cloud architectures, requiring deep expertise in cloud technologies, monitoring, and security best practices. Your primary responsibility is to ensure the complete success of these customers across their entire lifecycle with Datadog. Whether you’re looking to learn from the best or be the best, the Federal Support team is dedicated to furthering personal development and team success.
What You’ll Do: Engage with public sector customers via multiple channels (ticketing system, live chat, calls, and screensharing tools) to identify and resolve technical support requests.
Troubleshoot, investigate, and resolve complex technical issues in highly constrained environments across Datadog's 1000+ integrations, often with limited logs or sanitized data.
Handle urgent escalation cases that may result in customer‑facing troubleshooting calls, and internal or external incident management.
Partner with Product, Engineering, and Account teams to validate bugs and advocate for customer‑impacting improvements.
Partner closely with Sales and Customer Success to remove technical blockers, support trials, and drive product adoption.
Work from a Datadog office 3‑5 days per week.
Who You Are: A candidate with hands‑on experience delivering technical support to public‑sector environments and strictly regulated workloads.
5+ years of experience delivering technical support within SaaS environments for highly regulated public‑sector customers.
Experienced with APIs and RESTful interfaces, with strong knowledge of networking concepts, distributed systems, microservices, and cloud‑native architectures.
Hands‑on experience with one or more Cloud technologies and ability to diagnose issues in hybrid and multi‑cloud environments.
Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating‑system layers.
Intra‑departmental mentor and buddy program for in‑house networking.
New hire stock equity (RSUs) and employee stock purchase plan (ESPP).
Continuous professional development, product training, and career pathing.
An inclusive company culture, able to join our Community Guilds and Inclusion Talks.
Datadog offers a competitive salary and equity package, and may include variable compensation. In addition, Datadog offers a wide range of best‑in‑class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.
Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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