Nico Suárez-Cantón
experience
Technical Account Manager 3
Datadog Inc. Remote, Spain
from
05/22
until
Now
- Technical Strategy & Implementation: Drive technical implementation strategies in alignment with business objectives for large enterprise accounts (3-5 simultaneously), working closely with customers' Site Reliability Engineering (SRE) teams. Deliver customized demos, workshops, and enablement sessions (remotely and on-site) to meet clients' architecture needs for their Datadog implementation. Ensure healthy, cost-effective growth as well as executive alignment through monthly account check-ups and technical recommendations during quarterly business reviews.
- Internal Content & Data-Driven Insights: Spearhead technical training initiatives and empower team members to leverage internal analytics. Developed "playground" environments based on pre-built Docker images for rapid onboarding and feature familiarization. Built and shared a library of 40-50 SQL-based Metabase queries to track customer engagement, usage, and growth metrics. Lead weekly analytics office hours to collaborate on new query development, contributing to a noticeable shift towards more data-driven presentations across the team.
- Enterprise Adoption Acceleration: Over a 2-year assignment, main technical stakeholder leading the growth of a pharmaceutical company account from $0 to $2.5MM ARR. Some of the activities behind this growth were developing a Terraform-based automated Datadog organization provisioning system, a comprehensive "Center of Excellence" site with enablement sessions and workshops, and provided weekly one-to-one technical consultations as well as strategic technical support (e.g., to support migrations from other observability providers).
- Optimization & Growth: Worked with a leading online travel company to optimize spending and unlock growth opportunities in newer products. Implemented a Python-based CLI to analyze telemetry expenses and attribute them at a service level, and put in place a system to route cost regressions directly to the relevant service-owner. These efforts led to a 40% cost optimization and boosted executive confidence in their Datadog strategy, fostering growth in RUM usage and database monitoring.
- Internal SRE Partnership: Principal resource in an initiative showcasing TAM services internally, by embedding with Datadog's SRE team to improve governance and streamline telemetry usage. Developed a Python utility to automate user permission adjustments based on activity, enhancing SOC2 compliance. Led efforts to identify and remove unused telemetry, optimize submission patterns, and build dashboards for cost analysis, contributing to a 30% cost optimization. Currently working to externalize internal best practices and tooling for customer use, sharing insights gained from Datadog's own observability expertise. Provided quarterly progress updates on this initiative directly to the Datadog CTO.
Solutions Engineer, Team Lead
Datadog Inc. Dublin, Ireland
from
06/19
until
05/22
- Built & Led High-Performing Team: As the first Solutions Engineer in Dublin, established and led a team that grew to 28-30 engineers within two years. Conducted 2-3 phone screens per week, facilitated soft-skills and technical interviews, and mentored new hires, fostering a culture of technical excellence and customer focus. Promoted several team members into leadership roles, contributing to a sustainable growth model.
- Process Optimization & Scalability: Led a regional overhaul of the support model to accommodate Datadog's rapid growth. Implemented a PagerDuty-based queue rotation system that saved leadership ~3 hours per week, later scaling it cross-regionally. Revamped the follow-the-sun ticket process for seamless global coverage of critical issues. Collaborated with engineering to create data ingestion rate limit handling processes, including documentation and training for other team leads.
- Customer Focus & Technical Resolution: Successfully addressed 5-10 customer escalations weekly, utilizing various strategies: aligning cases with regional subject matter experts, providing direct technical guidance to engineers, crafting white-glove troubleshooting sessions for customers, and escalating product feedback to the product management team. Demonstrated a commitment to exceptional customer experiences, leading to a transition to the Technical Account Management team.
Solutions Engineer
Datadog Inc. Paris, France
from
11/18
until
05/19
- Skills Development: Quickly developed practical Kubernetes knowledge, focusing on troubleshooting and resolving complex Datadog Agent telemetry collection issues related to application traces. Navigated intricate networking requirements for tail/head-based sampling in observability APM solutions.
- Troubleshooting: Successfully resolved 4-5 technical support tickets daily. This required a deep understanding of Linux-based systems to help users with telemetry collection from services and infrastructure. Also demonstrated commercial acumen by creating tailored demo experiences showcasing Datadog's distributed tracing product, aligning with prospective customers' specific tech stacks.
- Efficient Queue Management & Mentorship: Consistently exceeded performance expectations, efficiently managing 10-12 complex open support tickets per day. Utilized additional capacity to create training materials (available on GitHub) and mentor junior colleagues. This initiative and demonstrated leadership potential led to a promotion to team lead within 6 months.
Software Engineer, Frontend
Thanxngo Paris, France
from
03/18
until
10/18
- Built Cross-Platform UI: Built UI components for cross-platform React Native apps, ensuring a consistent user experience across Android and iOS with a single codebase. Achieved high praise from the design team for faithful representation of their designs.
- Led Mobile Development & Component Library: Owned mobile development for a 3-4 person engineering team, leading the build and shipment of React Native apps for both iOS and Android. Abstracted the view layer into a reusable component library, enabling component visualization and testing through Storybook.
- Shared Business Logic: Contributed beyond UI development by focusing on shared business logic across web and mobile applications. A public example is the development of redux-crudo, a library simplifying CRUD operations through reusable reducers.
education
BSc Computer Science
Union College Schenectady, NY
2013 - 2017
tools