Senior Enterprise IT Support Technician - Job Description

Location: São Paulo, Brazil Overview:

• Support São Paulo office and remote users across Brazil and South America.
• Join a global team supporting all Datadog employees from their first day.
• Provide high-touch, white glove IT support with a focus on proactive and prompt service.
• Hybrid workplace culture promoting work-life harmony.

What You’ll Do:

• Handle general ticketing, account management, problem escalation.
• Participate in On-Call rotation for urgent user support.
• Provide face-to-face technical support at on-site walk-up support bar.
• Identify trends, contribute to issue resolution, and work on company-wide projects.
• Support unified communications in conference rooms and common areas.
• Create and maintain internal and user-facing documentation.
• Conduct new hire IT orientations on policies, best practices, and services.
• Maintain hardware/software inventory; collaborate on management and replenishment policies.
• Mentor and train new team members.

Who You Are:

• Enjoy helping people and providing excellent customer support.
• Excellent verbal and written communication skills.
• Experience providing detailed support under high-pressure corporate environments.
• Desire to work in a fast-paced, high-growth startup environment.
• Familiarity with Google Workspace and SaaS applications (Slack, Zoom, Jira, Confluence, RingCentral, Jamf) for user account administration/management.
• Experience managing medium to large IT projects.

Benefits and Growth:

• New hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• Continuous professional development, product training, career pathing.
• Intradepartmental mentor and buddy program for networking.
• Inclusive company culture with Community Guilds (employee resource groups).
• Access to Inclusion Talks (internal panel discussions).
• Free global mental health benefits for employees and dependents age 6+.
• Competitive global benefits (may vary by country/employment nature).

Additional Information: Datadog values diversity and inclusion. They encourage applications from passionate individuals who want to grow their skills even if they do not meet all qualifications initially.