The opportunity
At Datadog, we don’t just support our products, we master them. As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success.
What you'll do
Manage, develop, coach and mentor Technical Escalation Engineers and/or: people managers and their teams who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations
Partner with Technical Engineering Director colleagues and VP of Support: Engineering on strategic, global initiatives at scale
Ensure the successful onboarding and development of Technical Escalation Engineers
Oversee all projects and initiatives within the region, as well as cross: regional ones, and functional areas that Managers are responsible for and ensure successful and timely completion of said projects
Collaborate cross-functionally with senior leaders to implement operational: improvements and ensure that our customer experience remains highly regarded
Elevate the customer experience by refining escalation workflows, optimizing: product feedback loops, and ensuring our global support strategy meets the highest standards.
What they're looking for
- Act as a key liaison across Datadog, driving alignment between Support,: Sales, Customer Success, Engineering and Product to strengthen collaboration, resolve high-impact issues and enhance overall customer satisfaction.
- Conduct regular 1:1’s with team members to provide constructive feedback and skills development.
- Assist recruiting efforts to find and hire top talent.
- Responsible for ensuring that all quarterly targets for the region and functional area are met
