Technical Escalations Engineer 2 (Metrics) - US-West

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. We enable our customers, from the world’s most innovative startups to the largest enterprises, to harness the full power of Datadog’s platform, ensuring their growth, reliability, and performance.

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.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. 

• Join a team of elite problem-solvers from diverse backgrounds, engineers, innovators, and technologists, united by a passion for tackling complex challenges the right way. We don’t just fix problems, we redefine solutions.

• 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. If you’re ready to elevate your career and push technical boundaries, this is where you belong.

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.

• Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.

• 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 meaningful improvements, and advocate for customers in shaping the evolution of our platform.

• Become the Metrics expert within the Technical Solutions team, owning deep investigations across ingestion, querying, and visualization.

• Lead escalations involving discrepancies in dashboards, alerts, and usage, identifying edge cases, tagging issues, or data delays across the stack.

• Partner with Product and Engineering to escalate critical feedback, validate fixes, and advocate for a consistent and transparent user experience.

• Build robust solutions and internal tools to help TSEs debug metric behavior, query complexity, and visibility gaps faster and more consistently.

• Scale knowledge globally through training sessions, office hours, and playbooks to prepare the Solutions team for new features and improvements.

• 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 customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.

• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.

• Experienced in troubleshooting complex metric ingestion and visualization issues, including dropped data, late points, and tagging inconsistencies.

• Comfortable working with APIs, dashboards, monitors, and metric queries, and understanding how they behave over time.

• Able to navigate edge cases around metric types (gauge, count, rate), cardinality, and the impact of retention windows or time aggregation.

• Curious and customer-focused, with a drive to uncover root causes and improve the observability experience across every product surface.

• Computer Science or Engineering majors

• Experienced in using Zendesk, Jira, Confluence, or similar softwares.

Benefits and Growth: 

• Generous and competitive global and US 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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.