Technical Escalations Engineer 2 (Cloud Integrations) - Boston
Technical Escalations Engineer 2 (Cloud Integrations) - Boston
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1 Vacancy
Job Description
At Datadog we dont just support our products we master them. As Datadogs inhouse product experts the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers from the worlds most innovative startups to the largest enterprises to harness the full power of Datadogs platform ensuring their growth reliability and performance.
Through deep technical expertise relentless problemsolving and exceptional customer engagement we educate guide and troubleshoot delivering highimpact solutions that shape the customer experience. Whether through handson technical call indepth fact findings meeting or complex investigations we set the gold standard for technical excellence and customer advocacy.
As part of our TEE team youll 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. This is not just a support role; this is a careerdefining opportunity to push boundaries grow as an expert and make a tangible impact on both our customers and Datadogs future.
At Datadog we place value in our office culture the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a worklife harmony that best fits them.
The Job:
Join a team of elite problemsolvers from diverse backgrounds engineers innovators and technologists united by a passion for tackling complex challenges the right way. We dont just fix problems we redefine solutions.
As part of the Technical Escalation Engineering (TEE) team youll operate at the heart of Datadogs 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. Youll be in an environment that moves fast challenges you daily and rewards curiosity ownership and technical excellence.
This is your chance to shape the future of observability and security driving innovation mentoring teams and influencing product direction while witnessing your expertise make an immediate and lasting impact. If youre ready to elevate your career and push technical boundaries this is where you belong.
You Are:
- Experienced in multichannel technical support at a SaaS company (2 years of related experience).
- Familiar with AWS / Azure / GCP consoles and UI.
- Someone who knows how to spin up resources in cloud infrastructure to help reproduce an issue.
- Someone who understands the cloudspecific terminology to help customers on technical calls.
- A selfdriven 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 clientcentric 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 customer advocate experienced in highstakes technical support or solutions engineering comfortable tackling difficult customer challenges and turning problems into opportunities.
- An expert in your craft. Whether its debugging performance tuning automation or another specialization you bring mastery in a domain and the curiosity to expand beyond it.
- A collaborator and mentor who enjoys sharing knowledge raising the technical bar for the team and contributing to a culture of excellence.
You Will:
- Work with cloud providers like AWS / AZURE / GCP and their APIs.
- Investigate customer escalations lead technical calls with clients and handle high priority issues related to customers Cloud integrations.
- Develop deep technical expertise continuously learn as the product evolves and become the goto authority in your domain.
- Investigate complex escalations lead highstakes technical calls and drive solutions for our most critical customer challenges with urgency and precision.
- Craft clear insightful documentation and knowledge base articles that make even the toughest concepts accessible to all.
- Run engaging office hours deliver impactful learning sessions and mentor the Global Support Engineering team (GSE) ensuring theyre equipped to handle any challenge.
- Prepare the global Technical Solutions department for cuttingedge products and features setting the bar for technical excellence.
- Partner with Engineering and Product to proactively identify gaps drive meaningful improvements and advocate for customers in shaping the evolution of our platform.
Bonus points:
- CS or Engineering majors.
- Active contribution to opensource projects (code bug reports etc.) and the Engineering Community (Meetups etc.).
- Experience using Zendesk Jira Confluence or similar softwares.
Employment Type
Full Time
