The opportunity
As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world’s most innovative startups to the largest enterprises.
What you'll do
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 go-to expert for the Web Platform experience at Datadog, owning: investigations across authentication, authorization, identity, enterprise administration, and the full visualization stack of our graphing features (e.g. dashboards, notebooks, sheets, DDSQL)
Handle complex escalations related to login failures, broken dashboards,: permission mismatches, audit discrepancies, and visualization bugs.
What they're looking for
- Coordinate investigations that span several product areas at once, keeping: every team involved working from the same picture and staying accountable for the outcome even when the fix belongs to someone else
- Develop internal tooling, debugging guides, and reusable workflows to help: TSEs resolve access and UI issues efficiently and consistently.
- 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.