Technical Escalation Engineer 2 (Logs)

Responsibilities

• Investigate complex technical escalations and lead high-stakes technical calls to resolve critical customer challenges.
• Act as the subject matter expert for Datadog Logs, specializing in end-to-end ingestion, processing, and visualization.
• Lead investigations involving missing logs, parsing discrepancies, pipeline misconfigurations, and indexing behavior.
• Partner with Engineering and Product teams to identify platform gaps and advocate for customer-driven improvements.
• Mentor the Global Support Engineering team through office hours, learning sessions, and technical guidance.
• Build internal diagnostic tools, reusable flows, and technical guides to empower broader support teams.

Requirements

• Proven experience troubleshooting log issues such as parsing failures, dropped logs, and pipeline routing problems.
• Proficiency working with GROK, JSON, and custom log parsers.
• Deep understanding of log pipelines, including the impact of filters, remappers, and processors.
• Strong analytical problem-solving skills with the ability to identify root causes in intricate data pipelines.
• A customer-centric approach with the ability to guide clients toward optimized, cost-effective solutions.
• Experience navigating log-based monitors, Live Tail, and usage controls like exclusion filters and quotas.

Preferred Qualifications

• Degree in Computer Science or Engineering.
• Experience using technical support and collaboration tools such as Zendesk, Jira, or Confluence.

Benefits

• Competitive salary and equity package (RSUs).
• Comprehensive healthcare, dental, and mental health benefits.
• 401(k) plan with company match and employee stock purchase plan.
• Continuous career development, product training, and mentorship programs.
• Hybrid work environment designed for work-life harmony.

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. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence.