Technical Escalations Engineer 2 (Web Platform)

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.

Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical call, in-depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy.

As part of our TEE team, you’ll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level.

As part of the Technical Escalation Engineering (TEE) team, you’ll operate at the heart of Datadog’s ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You’ll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence.

This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact.

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.
• 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.

Who You Are:

• 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.
• Deeply familiar with authentication standards and patterns (SAML, OIDC, OAuth2, SCIM), and confident debugging access issues across identity providers and account configurations.
• Experienced investigating authorization at enterprise scale, across roles, permissions, data restrictions, and credential lifecycle
• Comfortable with audit and compliance as a product problem rather than just a log, able to reconstruct who did what, when, and why, and to recognize when the record itself is what's broken
• Familiar with the admin persona: managing users and organizations, applying governance controls, and keeping a large account coherent as it grows
• Fluent in data visualization as a discipline, with opinions about which chart suits which question and what makes a dashboard readable at a glance
• Able to troubleshoot a graph end to end, from configuration through query resolution to how it finally renders

Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Bonus points

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.
• Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.

Benefits and Growth:

• Generous and competitive benefits
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Friendly and inclusive workplace culture

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