Technical Escalations Engineer 2

Responsibilities

• Investigate complex technical escalations and lead high-stakes technical calls to resolve critical customer challenges.
• Partner with Engineering and Product teams to identify platform gaps, drive product improvements, and advocate for customer needs.
• Act as a global subject matter expert for Service Management features, including On-Call, Incident Management, and Event Management.
• Mentor the Global Support Engineering (GSE) team through office hours, learning sessions, and technical guidance.
• Document recurring technical patterns and develop playbooks, tools, and internal training to scale best practices.
• Troubleshoot issues related to event ingestion, notification delivery, mobile push, and collaboration integrations.

Requirements

• Degree in Computer Science or Engineering.
• Experience troubleshooting event ingestion, notification delivery, and user/device configurations.
• Proficiency with tools such as Zendesk, Jira, or Confluence.
• Strong understanding of modern service operations, including incident response workflows, on-call rotations, and postmortem practices.
• Familiarity with integration tools like PagerDuty, Opsgenie, Slack, or Microsoft Teams.

Preferred Qualifications

• Experience in a fast-paced environment managing complex technical investigations.
• A passion for reliability and reducing mean time to resolve (MTTR).
• Ability to thrive in ambiguity and drive solutions with urgency and precision.

Benefits

• Best-in-breed onboarding and continuous professional development.
• Generous global benefits and intra-departmental mentorship programs.
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• An inclusive company culture with access to Community Guilds and 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. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence.