Technical Escalations Engineer 2 (Service Management - Service Response) - APJ
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; Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team; Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers; Become the global go-to for Datadog's Service Management features; Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations, or gaps in incident visibility; Document recurring patterns and build tools, playbooks, and internal training paths; Develop technical knowledge across Service Management product areas including On Call, Incident Management, Mobile Application, Event Management, Case Management, and Collaboration Integrations.
Required skills
Self-driven problem solver with an obsession for excellence and continuous learning; Strategic thinker with a client-centric approach; Independent, fast learner capable of picking up new technologies; Collaborator and mentor who enjoys sharing knowledge; Well-versed in modern service operations workflows including on-call rotations, incident response, postmortem practices, and team collaboration; Experienced in troubleshooting issues around event ingestion, notification delivery, user/device configuration, and collaboration workflows; Passionate about reliability, reducing mean time to resolve, and strengthening the human side of incident and service management; Computer Science or Engineering major; Experienced in using Zendesk, Jira, Confluence, or similar software; Familiar with how Datadog integrates with external tools like PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams.
Technologies
Datadog, Zendesk, Jira, Confluence, PagerDuty, Opsgenie, Slack, Microsoft Teams.
Seniority
Level 2 (implied by title 'Engineer 2' and context of mentoring teams and leading high-stakes calls).
Domain
Observability, Security, Service Management, Incident Management, On-Call Management.