Description
As Datadog's in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving the company's global success.
You will tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve the platform, and mentor teams worldwide, elevating the technical bar at every level.
Responsibilities:
- Develop deep technical expertise and continuously learn as the product evolves.
- Investigate complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges with urgency and precision.
- Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team.
- Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers.
- Become a trusted resource on Real User Monitoring, handling escalations, guiding troubleshooting, and driving resolutions.
- Lead investigations into session-related issues, telemetry gaps, SDK behavior inconsistencies, or performance metrics anomalies.
- Partner with Product and Engineering to escalate issues, validate improvements, and influence the roadmap.
- Contribute to internal tooling, playbooks, and enablement resources.
- Grow expertise in platform-specific behavior.
Requirements:
- Self-driven problem solver with an obsession for excellence and continuous learning.
- Strategic thinker with a client-centric approach.
- Independent, fast learner, capable of picking up new technologies.
- Collaborator and mentor.
- Passionate about end-user experience and observability.
- Familiar with client-side instrumentation and telemetry collection.
- Comfortable investigating issues.
- Analytical and resourceful.
- Eager to grow deeper expertise in either web or mobile RUM.
- Computer Science or Engineering major.
- Experienced in using Zendesk, Jira, Confluence, or similar software.
- Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.
Benefits and Growth:
- Generous and competitive benefits
- New hire stock equity and employee stock purchase plan
- Continuous career development and pathing opportunities
- Product training
- Best-in-breed onboarding
- Internal mentor and buddy program
- Friendly and inclusive workplace culture