Hybrid Technical Escalations Engineer 2 (Service Management) - US East at Datadog

The Team

At Datadog, we don’t just support our products, we master them. As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world’s most innovative startups to the largest enterprises, to harness the full power of Datadog’s platform, ensuring their growth, reliability, and performance.

Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical call, in-depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy.

As part of our TEE team, you’ll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level. This is not just a support role; this is a career-defining opportunity to push boundaries, grow as an expert, and make a tangible impact on both our customers and Datadog’s future.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. 

The Job

Join a team of elite problem-solvers from diverse backgrounds, engineers, innovators, and technologists, united by a passion for tackling complex challenges the right way. We don’t just fix problems, we redefine solutions.

As part of the Technical Escalation Engineering (TEE) team, you’ll operate at the heart of Datadog’s ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You’ll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence.

This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact. If you’re ready to elevate your career and push technical boundaries, this is where you belong.

You Are

• Someone who understands the alerting user journey from trigger to notification.
• Experienced in using any of the following: Microsoft Teams, OpsGenie, Pagerduty, Slack, Stride, Sumo Logic, VictorOps, Webhooks, Zoom, BigPanda.
• A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.
• An expert in your craft. Whether it’s debugging, performance tuning, automation, or another specialization, you bring mastery in a domain and the curiosity to expand beyond it.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.

You Will

• Develop technical knowledge across the following Service Management product area, including:
• On Call
• Incident Management
• Mobile Application
• Event Management
• Case Management
• Collaboration Integrations
• Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
• Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
• Craft clear, insightful documentation and knowledge base articles that make even the toughest concepts accessible to all.
• Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they’re equipped to handle any challenge.
• Prepare the global Technical Solutions department for cutting-edge products and features, setting the bar for technical excellence.
• Partner with Engineering and Product to proactively identify gaps, drive meaningful improvements, and advocate for customers in shaping the evolution of our platform.

Bonus points

• CS or Engineering majors.
• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.).
• Experience using Zendesk, Jira, Confluence, or similar softwares.