Principal Support Engineer
Core
Senior technical expert driving rapid resolution of complex customer escalations and improving MTTR through deep troubleshooting and vendor management.
Role type
Principal Support Engineer (Escalations & Customer Experience Engineering)
Builds
Improved customer experience, reduced MTTR, and optimized support workflows for enterprise clients.
Domain
SaaS platform support and distributed systems troubleshooting
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Datadog expertise, REST API troubleshooting, distributed systems diagnosis, vendor escalation management, incident management, SOP development, automation design
Preferred skills
Experience with Zendesk, strategic enterprise customer interface, root-cause analysis
Technologies
Datadog, Postman, cURL, Zendesk, Microsoft, Adobe, AWS, Cisco
Responsibilities
Perform hands-on technical troubleshooting using logs, traces, and API tools; lead high-severity customer escalations; drive vendor ticket escalations; collaborate with Engineering to deliver root-cause fixes; partner with Product to identify platform gaps; analyze MTTR and SLA trends; develop SOPs and automation opportunities
Seniority
Principal, hands-on IC