engineering
Posted 4 days agoTechnical Escalations Engineer 2 (Service Management - Incident Response) - APJ
at Datadoghq
Sydney, AustraliaHybrid
Responsibilities
- 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.
- Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations, or gaps in incident visibility, with urgency and care.
- Document recurring patterns and build tools, playbooks, and internal training paths to scale best practices across the organization.
- Develop technical knowledge across the following Service Management product areas, including but not limited to: On Call Incident Management Mobile Application Event Management Case Management
Requirements
- Become the global go-to for Datadog’s Service Management features, from on-call schedules and incident creation to mobile alerting and cross-team collaboration.
- Computer Science or Engineering majors
- Experienced in using Zendesk, Jira, Confluence, or similar softwares.
- Familiar with how Datadog integrates with external tools like PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams to drive automation and visibility during incidents.
- Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale.
- It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers.
- Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence.
- Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.
Benefits
- New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
Additional details
- 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.
- Datadog values people from all walks of life. We understand not everyone will meet all the below