Technical Escalation Engineer 2
Employment Info
JOB DETAILS
Requirements
- 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 collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
- Well-versed in modern service operations workflows, including on-call rotations, incident response, postmortem practices, and team collaboration.
- Experienced in troubleshooting issues around event ingestion, notification delivery, user/device configuration (e.g., mobile push), and collaboration workflows.
- Passionate about reliability, reducing mean time to resolve, and strengthening the human side of incident and service management.
- Computer Science or Engineering majors
- Experienced in using Zendesk, Jira, Confluence, or similar softwares.
- Familiar with how Datadog integrates with external tools like PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams to drive automation and visibility during incidents.
Responsibilities
- Develop deep technical expertise and continuously learn as the product evolves.
- Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
- Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they’re equipped to handle any challenge.
- Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
- Become the global go-to for Datadog’s Service Management features, from on-call schedules and incident creation to mobile alerting and cross-team collaboration.
- Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations, or gaps in incident visibility, with urgency and care.
- Document recurring patterns and build tools, playbooks, and internal training paths to scale best practices across the organization.
- Develop technical knowledge across the following Service Management product areas, including but not limited to: On Call; Incident Management; Mobile Application; Event Management; Case Management; Collaboration Integrations
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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