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 and advocate for customer needs.
• Mentor the Global Support Engineering team through office hours, learning sessions, and documentation.
• Act as a subject matter expert for Service Management features, including On-Call, Incident Management, and Event Management.
• Troubleshoot issues related to event ingestion, notification delivery, and collaboration integrations.
• Build tools, playbooks, and internal training paths to scale best practices across the organization.

Requirements

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

Preferred Qualifications

• Experience with mobile application troubleshooting and push notifications.
• Strong ability to thrive in ambiguous, fast-paced environments.
• A passion for reliability and reducing mean time to resolve (MTTR).

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.