Technical Escalations Engineer 2 (Agent) - US-West

About the Team

The Technical Escalation Engineering (TEE) team at Datadog serves as in-house product experts, playing a critical role in driving global success. We enable customers—from innovative startups to large enterprises—through deep technical expertise, relentless problem-solving, and exceptional customer engagement. By educating, guiding, and troubleshooting, we deliver high-impact solutions that shape the customer experience. Whether through hands-on technical calls, in-depth investigations, or complex problem-solving, we set the gold standard for technical excellence and customer advocacy. As part of the TEE team, you’ll tackle challenging technical problems, collaborate with Engineering and Product to refine our platform, and mentor teams worldwide, elevating the technical bar at every level.

About the Role

As part of the Technical Escalation Engineering (TEE) team, you’ll work at the intersection of Technical Solutions, Engineering, Product, and Customers, directly impacting the performance, scalability, and success of both our clients and our platform. This role thrives in a fast-paced environment that challenges you daily and rewards curiosity, ownership, and technical excellence. You’ll shape the future of observability and security, drive innovation, mentor teams, and influence product direction while seeing your expertise create immediate and lasting impact.

Datadog values office culture for the relationships, collaboration, and creativity it fosters. We operate as a hybrid workplace to support work-life harmony.

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 (GSE) team to ensure 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 on Datadog Agent, mastering both the technical landscape and the customer experience.
• Triage, investigate, and resolve complex Agent-related escalations spanning Agent deployment, configurations, performance, out-of-the-box and custom integrations, and telemetry/logs collection.

Requirements

• 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.
• Expertise working across Linux, Windows, and macOS, with strong system-level troubleshooting skills (processes, services, networking, file systems).
• Hands-on experience with CLIs, APIs, and config files (YAML/JSON), and the ability to guide others toward best practices.
• Comfortable navigating containerized environments like Docker and Kubernetes.
• Proficient with scripting and automation (Python, Go, or Bash) to improve troubleshooting workflows.

Preferred Qualifications

• Computer Science or Engineering degree.
• Experience with Zendesk, Jira, Confluence, or similar software.
• Familiarity with Datadog, its integrations ecosystem, or similar observability platforms.

Datadog values people from all walks of life and understands not everyone will meet all qualifications on day one. If you’re passionate about technology and eager to grow your skills, we encourage you to apply.

Benefits

• 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 with internal mentor and buddy programs cross-departmentally.
• Friendly and inclusive workplace culture.

Benefits may vary based on the country of employment and the nature of your role at Datadog.

Pay

Datadog offers a competitive salary and equity package, which may include variable compensation. Actual compensation is based on factors such as the candidate’s skills, qualifications, and experience. The reasonably estimated yearly salary for this role is $85,000—$113,000 USD.