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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 a trusted resource on Real User Monitoring, handling escalations, guiding troubleshooting, and driving resolutions.
- Lead investigations into session-related issues, telemetry gaps, SDK behavior inconsistencies, or performance metrics anomalies.
- Partner with Product and Engineering to escalate issues, validate improvements, and influence the roadmap based on real-world use cases.
- Contribute to internal tooling, playbooks, and enablement resources that scale RUM knowledge across the Solutions team.
- Grow expertise in platform-specific behavior (e.g., JS frameworks, native mobile SDKs) while focusing on holistic end-user experience.
Requirements
- Self-driven problem solver with an obsession for excellence and continuous learning.
- Strategic thinker who defaults to a client-centric approach.
- Independent, fast learner, capable of picking up new technologies and crafting innovative solutions.
- Collaborator and mentor who enjoys sharing knowledge and raising the technical bar.
- Passionate about end-user experience and observability.
- Familiar with client-side instrumentation and telemetry collection.
- Comfortable investigating issues like missing sessions, incorrect tagging, data sampling, or signal noise.
- Analytical and resourceful, capable of reproducing customer environments and digging into logs, SDK behavior, and performance patterns.
- Eager to grow deeper expertise in either web or mobile RUM.
- Experienced in using Zendesk, Jira, Confluence, or similar software.
Skills
- Real User Monitoring (RUM)
- Observability
- Security
- Platform-specific behavior (e.g., JS frameworks, native mobile SDKs)
- Client-side instrumentation
- Telemetry collection
- Browser-based SDKs
- Mobile app integrations
- Web platforms
- Mobile platforms
- Datadog
- Integrations ecosystem
- Observability platforms
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Experienced
Education Level
- Computer Science or Engineering majors
Benefits
- Generous and competitive benefits
- New hire stock equity (RSUs)
- Employee stock purchase plan
- Continuous career development and pathing opportunities
- Product training
- Best in breed onboarding
- Internal mentor and buddy program cross-departmentally
- Friendly and inclusive workplace culture
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.