Manager II, Technical Escalations Engineering
Core
Manage and mentor Technical Escalation Engineers who troubleshoot complex issues across Datadog's 400+ integrations, acting as a strategic bridge between customer needs, product development, and operational excellence.
Role type
Senior Manager, Technical Escalations Engineering
Builds
Global support strategy, operational improvements, and product feedback loops for Datadog's observability platform
Domain
SaaS / Observability / Cloud Infrastructure
Deliverable
product features
Required skills
Team leadership and coaching, strategic planning, cross-functional collaboration, data-driven decision making, workflow optimization, talent acquisition, performance management
Preferred skills
Product mindset, technical troubleshooting expertise, customer advocacy, change management
Technologies
Datadog platform, 400+ integrations
Responsibilities
Manage, develop, and coach Technical Escalation Engineers and people managers; Partner with Engineering Directors and VPs on global strategic initiatives; Oversee regional and cross-regional projects; Collaborate with senior leaders to implement operational improvements; Refine escalation workflows and optimize product feedback loops; Act as a liaison between Support, Sales, Customer Success, Engineering, and Product; Conduct regular 1:1s for feedback and development; Assist in recruiting top talent; Ensure quarterly targets are met
Seniority
Manager II, hands-on leadership with strategic scope
