Job Summary
At Datadog, the Technical Escalation Engineering (TEE) team is critical to driving our global success by providing deep technical expertise and exceptional customer engagement. We enable customers—from startups to large enterprises—to harness the full power of Datadog’s platform.
We operate as a hybrid workplace to support work‑life harmony for our team members.
What You’ll Do
- Manage, develop, coach and mentor Technical Escalation Engineers and people managers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations.
- Partner with Technical Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale.
- Ensure the successful onboarding and development of Technical Escalation Engineers.
- Oversee all projects and initiatives within the region, as well as cross‑regional ones, ensuring timely completion.
- Collaborate cross‑functionally with senior leaders to implement operational improvements and maintain a highly regarded customer experience.
- Elevate the customer experience by refining escalation workflows, optimizing product feedback loops, and ensuring our global support strategy meets the highest standards.
- Act as a key liaison across Datadog, driving alignment between Support, Sales, Customer Success, Engineering, and Product to strengthen collaboration, resolve high‑impact issues, and enhance overall customer satisfaction.
- Conduct regular 1:1 meetings with team members to provide constructive feedback and skill development.
- Assist recruiting efforts to find and hire top talent.
- Ensure all quarterly targets for the region and functional area are met.
Who You Are
- A strategic and people‑first leader with a proven track record of managing high‑performing teams, including leading other managers.
- Someone who excels at coaching and developing talent, fostering a culture of collaboration, ownership, and massive impact.
- A product‑mindful professional who connects technical expertise to business, bridging the gap between customer needs, product development, and operational excellence.
- A data‑driven, outcome‑focused leader who leverages insights to guide decision‑making, optimize team performance, and drive continuous improvement in customer experience and product adoption.
- A strong cross‑functional collaborator adept at working with Engineering, Product, and other stakeholders to shape and execute key initiatives aligned with business goals.
- Completely dedicated to refining technical enablement, self‑service, and customer engagement as part of the broader team and product strategy.
- An advocate for customer success, ensuring that escalations, feedback loops, and product signals are effectively leveraged to influence product direction and improve overall customer experience.
Equal Opportunity Statement
Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. If you’re passionate about technology and want to grow your skills, we encourage you to apply.
