Director, Technical Support Engineering

Datadog is seeking a strategic, results oriented Director to lead and scale our Technical Support Engineering (TSE) organization across LATAM. This leader will be responsible for strengthening and expanding our regional support presence, building high-performing teams, and ensuring operational excellence as we continue our rapid growth.You will lead a team of managers and support engineers in our LATAM region, partnering cross-functionally to deliver exceptional customer outcomes and consistent global standards.

 

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

 

What You’ll Do: 

• Lead, develop, and scale a multi-country Technical Support Engineering organization across LATAM
• Evaluate and launch new support locations within LATAM as customer growth requires
• Act as the owner for your team’s metrics and performance - partnering closely with upper management and HR on performance management and employee issues
• Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion.
• Lead regional hiring efforts to attract and retain top technical talent in competitive LATAM markets. Ensure that all quarterly hiring targets for the region and functional area are met
• Ensure the successful onboarding and development of Technical Support Engineers
• Drive cross-functional projects or initiatives to improve team productivity, process, or procedure
• Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
• Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation

 

Who You are:

• 8+ years of experience in Technical Support, Solutions Engineering, or a related technical customer-facing function
• 5+ years of experience leading manager of managers in a multi-layered organization
• Proven experience building or scaling teams from zero in new locations or emerging markets
• Experience managing teams across multiple countries, with demonstrated ability to navigate cultural and operational differences
• Strong familiarity with LATAM customer segments and regional business nuances
• Demonstrated ability to implement consistent performance standards across distributed teams
• A critical thinker who defaults to a customer-centric approach.
• Passionate about using analytics to drive informed decision-making and optimize processes.
• Someone with a high EQ and soft skills.
• Able to work a rotating schedule that requires weekend availability
• Bonus Points: 
• Knowledge of current monitoring solutions, DevOps tooling, and related technologies
• Previous experience working in a hyper growth organization
• CS or Engineering degree

 

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

 

Benefits and Growth:

• Generous and competitive global and US benefits
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Friendly and in