Kristie Iovino-Grebe is a Computer Systems alumni that graduated 2018 with a Bachelor of Science degree in CPIS with a concentration in Programming. She is currently a Solutions Engineer with Datadog based in New York City. Datadog provides system monitoring and security software to companies all over the world.
As a Solutions Engineer, Kristie’s job is to provide insight into technical inquiries from clients regarding broken processes, best practices, code analysis, system compatibility and more. Her days begin with checking the open ticket queue for any updates from customers, checking the ticket pool for open and unassigned tickets to take on, and checking her calendar for any relevant meetings or specialization sessions which are referenced as Office Hours (OH).
Tickets can be related to any component of the product and can range from general agent related questions, to integration problems or logging issues and more. The product is so vast that many times Kristie participates in OH multiple times per week and even sometimes multiple times per day. These time slots allow for her and other Solutions Engineers to work out customer inquiries, troubleshoot, perform code reviews and other matters relating to one particular service. These OH are led by Tier 2 Solutions Engineers who are specialized in these particular areas. A few times a month Kristie will be scheduled for a live chat shift where she with a few other Solutions Engineers are slated to take live questions from customers and provide on the spot information gathering and troubleshooting. Over the next two months, Kristie will be involved in Product Demos where Kristie will collaborate with the sales team to deliver live product demonstrations of the product during a sales call and will be required to answer any technical questions the potential customer may have surrounding the use of our product.
