Manager 1, Technical Escalation Engineering - Boston
Manager 1, Technical Escalation Engineering - Boston
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Job Description
The Team
At Datadog we dont just support our products we master them. As Datadogs in-house 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 problem-solving and exceptional customer engagement we educate guide and troubleshoot delivering high-impact solutions that shape the customer experience. Whether throughhands-on technical call in-depth 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 career-defining 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 work-life harmony that best fits them.
The opportunity
Join a team of elite problem-solvers 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.
What youll do:
Manage develop and mentor a fast-paced team of Technical Escalations Engineers who handle high priority customer issues and liaise with ProductEngineering and the worldwide Technical Solutions team
Develop technical knowledge in a specific product area
For your product area investigate customer escalations lead technical calls with clients and share knowledge with the rest of the Solutions team
Help source and interview Technical Escalations Engineer applicants
Ensure successful onboarding of new Technical Escalations Engineers
Review and help prioritize Solutions Engineering escalations
Build out documentation and knowledge base articles for a variety of technologies in your product area
Prepare the worldwide Technical Solutions team for new products and features ensuring the technical proficiency of the team
Develop and complete OKRs for the Technical Escalations Engineering team
Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers
Partner with global Solutions leadership on macro-level initiatives
Who you Are:
Passionate about people management and/or mentorship with previous experience leading a team
Focused on career development and have experience leveling up high performers
Self-motivated detail-attentive and have a desire for continuous learning
A critical thinker who defaults to a client-centric approach
Proficient in at least one area of technology/computing with some programming experience
Bonus Points:
CS or Engineering majors
Active contribution to open-source projects (code bug reports etc.) and the Engineering Community (Meetups etc.)
Experience using Zendesk Jira Confluence or similar software
Required Experience:
Manager
Employment Type
Full Time
