Technical Escalations Engineer 2 (RUM) - APJ
Core
Senior Technical Escalations Engineer specializing in Real User Monitoring (RUM), investigating complex customer issues, leading high-stakes technical calls, and driving resolutions for web and mobile performance.
Role type
Senior IC Technical Escalations Engineer (RUM)
Builds
High-impact solutions for customer observability challenges, platform improvements, and internal tooling/playbooks for the RUM team.
Domain
Observability, Real User Monitoring (RUM), Web/Mobile Performance, Telemetry
Deliverable
Production ML models | product features | dashboards & analysis | client delivery
Required skills
Deep technical expertise in RUM, client-side instrumentation, telemetry collection, SDK behavior analysis, log investigation, performance pattern analysis, cross-platform troubleshooting (web/mobile), strategic problem-solving, mentorship, product partnership
Preferred skills
Experience with Datadog or similar observability platforms, familiarity with JS frameworks and native mobile SDKs, knowledge of session management and data sampling
Technologies
Zendesk, Jira, Confluence, Browser-based SDKs, Mobile app integrations, Logs, Telemetry
Responsibilities
Investigate complex escalations and lead high-stakes technical calls; Run office hours and mentor the Global Support Engineering team; Partner with Engineering and Product to identify gaps and influence the roadmap; Handle RUM escalations including session issues, telemetry gaps, and SDK inconsistencies; Contribute to internal tooling and enablement resources.
Seniority
Senior, hands-on IC with mentorship responsibilities