Technical Escalations Engineer 2 (Logs) - US-East

About the role

The Technical Escalation Engineering (TEE) team plays a critical role in driving Datadog’s global success. We enable our customers, from startups to large enterprises, by educating, guiding, and troubleshooting to deliver high-impact solutions that shape the customer experience.

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 team (GSE).
• 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 Logs within the Technical Solutions team, specializing in end-to-end log ingestion, processing, and visualization.
• Lead escalations involving missing logs, parsing discrepancies, pipeline misconfigurations, and unexpected indexing or retention behavior.
• Build internal tools, reusable diagnostic flows, and clear guides that empower TSEs and customers to troubleshoot log issues independently.

Requirements

• A self-driven problem solver with an obsession for excellence and continuous learning.
• 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.
• Experienced in troubleshooting common log issues such as parsing failures, dropped logs, incorrect facets, pipeline routing problems, and noisy ingestion.
• Confident navigating log-based monitors, Live Tail, cold storage, rehydration, and usage controls like exclusion filters and quotas.
• Analytical and precise, you enjoy digging into intricate pipelines, identifying root causes, and guiding customers to optimized, cost-effective solutions.

Qualifications

• Computer Science or Engineering major preferred.
• Experience using Zendesk, Jira, Confluence, or similar software.

Skills

• Deep technical expertise in log management and monitoring.
• Strong problem-solving and analytical skills.
• Excellent communication and mentoring abilities.
• Ability to work independently and as part of a team.

Benefits

• Generous and competitive 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.