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About the Role
As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success by enabling customers through deep technical expertise, problem-solving, and customer engagement. You will tackle challenging technical problems, collaborate with Engineering and Product to refine the platform, and mentor teams worldwide.
Responsibilities
- Develop deep technical expertise and continuously learn as the product evolves.
- Investigate complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges with urgency and precision.
- Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE).
- Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
- Become the global go-to for Datadog’s Service Management features.
- Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations, or gaps in incident visibility.
- Document recurring patterns and build tools, playbooks, and internal training paths to scale best practices across the organization.
- Develop technical knowledge across Service Management product areas including On Call, Incident Management, Mobile Application, Event Management, Case Management, and Collaboration Integrations.
Requirements
- A self-driven problem solver with an obsession for excellence and continuous learning.
- A strategic thinker who defaults to a client-centric approach.
- An independent, fast learner, capable of picking up new technologies and crafting innovative solutions.
- A collaborator and mentor who enjoys sharing knowledge and raising the technical bar.
- Well-versed in modern service operations workflows, including on-call rotations, incident response, postmortem practices, and team collaboration.
- Experienced in troubleshooting issues around event ingestion, notification delivery, user/device configuration, and collaboration workflows.
- Passionate about reliability, reducing mean time to resolve, and strengthening the human side of incident and service management.
- Experienced in using Zendesk, Jira, Confluence, or similar software.
- Familiar with how Datadog integrates with external tools like PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams.
Skills
- Technical Expertise
- Problem-Solving
- Customer Engagement
- Technical Call Leadership
- Mentoring
- Platform Evolution Advocacy
- Service Management Features
- Escalation Investigation
- Documentation
- Tool Development
- Playbook Creation
- Internal Training
- On Call
- Incident Management
- Mobile Application
- Event Management
- Case Management
- Collaboration Integrations
- Modern Service Operations Workflows
- Incident Response
- Postmortem Practices
- Event Ingestion Troubleshooting
- Notification Delivery Troubleshooting
- User/Device Configuration Troubleshooting
- Collaboration Workflow Troubleshooting
- Reliability Focus
- Mean Time to Resolve Reduction
- Zendesk
- Jira
- Confluence
- PagerDuty Integration
- Opsgenie Integration
- Slack Integration
- Microsoft Teams Integration
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Not specified
Education Level
- Computer Science or Engineering majors
Benefits
- Best-in-breed onboarding
- Generous global benefits
- Intra-departmental mentor and buddy program
- New hire stock equity (RSUs)
- Employee stock purchase plan (ESPP)
- Continuous professional development
- Product training
- Career pathing
- Inclusive company culture
- Community Guilds
- Inclusion Talks
About the Company
- 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.
Equal Opportunity
- 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.