Technical Support Engineer 3

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.   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: * 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 * Become a subject matter expert in many Datadog product areas * Partner with Product, Engineering, and Account teams to to validate bugs and advocate for customer-impacting improvements  * Provide mentorship to junior members of the team and serve as their escalation partner * 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 * An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences * A strong mentor to your technical peers  * A critical thinker with the capacity to understand a complex technical problem * Self-motivated, detail-attentive, and able to continuously learn * Deep expertise in identifying root causes across APIs, networking, cloud infrastructure, and operating‑system layers. * Able to work an on-call rotating schedule that requires weekend availability   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.   To conform to U.S. export control regulations, candidates should be eligible for any required authorizations from the U.S. Government.   Benefits and Growth: * Best-in-breed onboarding * Generous global benefits * 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 Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. 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. The reasonably estimated yearly salary for this role at Datadog is: $92,000—$134,000 USD ---------------------------------------------------------------------------------------------------------------------------------- About Datadog:  Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: 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. Here are our Candidate Legal Notices for your reference.  Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.  Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

Protex AI is the AI Safety and Operations Intelligence Company. At Protex AI, we are at the forefront of AI-driven computer vision, building a safer, smarter industrial workplace with an intelligent operating system that redefines how facilities operate. Backed by top-tier global investors, we recently secured a $36 million Series B to accelerate our mission. Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights. Job Location: Bengaluru ABOUT THE TEAM The Technical Operations (Tech Ops) team supports the core edge-to-cloud foundation that powers all Protex AI systems, ensuring scalable data infrastructure, robust edge-to-cloud connectivity, and high-performance backend services. We support edge deployments for real-time computer vision applications and deliver resilient systems to enable proactive workplace safety at global scale. WHAT YOU'LL DO * Develop and maintain strong relationships with key stakeholders, including customers, partners, and industry influencers. * Collaborate across teams (Engineering, Product, Client Success) to ensure effective problem resolution. * Support client-facing teams with explanations of complex problems to non-technical stakeholders via calls, emails and documentation * Debug and resolve camera-related and networking issues across client installations using Linux systems via AWS. * Monitor and investigate system issues using AWS CloudWatch analysing error codes and logs to identify root causes. * Troubleshoot integration issues between edge devices and cloud (database), ensuring uninterrupted system performance. * Provide escalated technical support for system installations and deployments * Debug Python and JavaScript code as needed to resolve client-facing issues * Contribute to the continuous improvement of processes, tools and systems, documenting technical solutions and for the purposes of knowledge base development WHAT YOU'LL NEED * Minimum of 3 years of experience in a technical support or engineering role * Experience with device troubleshooting, log hunting, and system checks * Bachelor's degree in Computer Science, Engineering, or a related technical field * Excellent communication and presentation skills, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences * Self-motivated and results-oriented, with a strong sense of ownership and accountability * Willingness to travel as required for client meetings, and on-site visits * Excellent stakeholder management and relationship management skills * Demonstrated AWS experience * Demonstrated expertise with Python * Demonstrated experience with Linux/Unix and Git, including networking and the command-line interface NICE TO HAVE * Experience with the deployment and integration of hardware-based technology solutions in real-world applications. ABOUT THE CONTRACT You'll be hired through our India partner in Bengaluru, and join our dynamic existing team in the office on a hybrid work contract. Protex AI is an inclusive and equal opportunities employer. We are committed to creating an equitable workplace for everyone regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.