Technical Escalations Engineer 2 (Web Platform) - US-West

The shape of it

In the posting’s own words

As part of our TEE team, you’ll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level.

What it asks for · 10

• 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.
• Deeply familiar with authentication standards and patterns (SAML, OIDC, OAuth2, SCIM), and confident debugging access issues across identity providers and account configurations.
• Experienced investigating authorization at enterprise scale, across roles, permissions, data restrictions, and credential lifecycle
• Comfortable with audit and compliance as a product problem rather than just a log, able to reconstruct who did what, when, and why, and to recognize when the record itself is what's broken
• Familiar with the admin persona: managing users and organizations, applying governance controls, and keeping a large account coherent as it grows
• Fluent in data visualization as a discipline, with opinions about which chart suits which question and what makes a dashboard readable at a glance
• Able to troubleshoot a graph end to end, from configuration through query resolution to how it finally renders

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 for the Web Platform experience at Datadog, owning investigations across authentication, authorization, identity, enterprise administration, and the full visualization stack of our graphing features (e.g. dashboards, notebooks, sheets, DDSQL)
• Handle complex escalations related to login failures, broken dashboards, permission mismatches, audit discrepancies, and visualization bugs.
• Coordinate investigations that span several product areas at once, keeping every team involved working from the same picture and staying accountable for the outcome even when the fix belongs to someone else
• Develop internal tooling, debugging guides, and reusable workflows to help TSEs resolve access and UI issues efficiently and consistently.

Tools and skills named

Words the posting leans on

• technical14×
• customer8×
• product8×
• engineering7×
• platform5×
• challenge4×
• complex4×
• escalation4×
• excellence4×
• solutions4×
• dashboards3×
• enterprise3×
• every3×
• investigations3×
• issues3×
• mentor3×

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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