Technical Escalations Engineer 2 (Agent) - US-West

The shape of it

In the posting’s own words

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.

What it asks for · 8

• A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• An expert working across Linux, Windows, and MacOS, with strong system-level troubleshooting skills (processes, services, networking, file systems).
• Hands-on with CLIs, APIs, and config files (YAML/JSON), and can confidently guide others toward best practices.
• Comfortable navigating containerized environments like Docker and Kubernetes.
• Confident with scripting and automation (Python, Go, or Bash) to improve troubleshooting workflows.

Also a plus

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.
• Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.

What the job covers

• 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.
• Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
• Become the go-to expert on Agent at Datadog, mastering both the technical landscape and the customer experience.
• Triage, investigate, and resolve complex Agent-related escalations spanning over Agent deployment, configurations, Agent performance, OOB and custom integrations, and telemetry/logs collection.

Tools and skills named

Words the posting leans on

• technical15×
• customer9×
• engineering7×
• product6×
• challenge4×
• complex4×
• escalation4×
• excellence4×
• platform4×
• solutions4×
• agent3×
• customer experience3×
• expert3×
• mentor3×
• call2×
• critical2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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