DataDog

3 weeks ago

Technical Escalations Engineer 2 (Service Management - Incident Response) - APJ

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Own high-stakes customer service escalations for Datadog’s Service Management, leading urgent technical calls and investigations to restore incident visibility and reliable alerting. Serve as the global go-to for service response workflows—on-call schedules, incident creation, mobile alerting, and integrations. Partner with Engineering and Product to identify gaps, drive improvements, and share recurring patterns by building tools, playbooks, and training for the Global Support Engineering team.

Location: Sydney, Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Investigate complex service management escalations, lead urgent technical calls, and drive customer solutions with precision.
•Manage Service Management expertise across on-call, incident management, mobile alerting, event management, case management, and collaboration integrations.
•Investigate missed alerts, incorrect on-call routing, broken integrations, and gaps in incident visibility.
•Partner with Engineering and Product to identify platform gaps, advocate for customers, and drive improvements.
•Run office hours, mentor the Global Support Engineering team, and document recurring patterns by building tools, playbooks, and internal training paths.

Pay and Benefits

Equity and Bonus:Equity

Perks:Rsus

Key Requirements

•Develop deep technical expertise and continuously learn as the product evolves.
•Troubleshoot complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges.
•Be well-versed in modern service operations workflows, including on-call rotations, incident response, and postmortems.
•Experience with Zendesk, Jira, Confluence, or similar tools for service operations.
•Familiarity with incident automation/visibility integrations such as PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams.

Education:

Skills:Problem-solvingContinuous learningClient-centric mindsetStrategic thinkingMentorship

Languages:English

Tech Stack:ZendeskJiraConfluencePagerDutyOpsgenieSlackMicrosoft Teams

Company Brief

DataDog

Provides a cloud-native monitoring and observability platform that unifies metrics, traces, logs, and security signals to help engineering, operations, and security teams monitor and troubleshoot modern applications and infrastructure.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2010

Glassdoor: 4.1

Website LinkedIn

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DataDog

3 weeks ago

Technical Escalations Engineer 2 (Service Management - Incident Response) - APJ

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Sydney, Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Investigate complex service management escalations, lead urgent technical calls, and drive customer solutions with precision.
•Manage Service Management expertise across on-call, incident management, mobile alerting, event management, case management, and collaboration integrations.
•Investigate missed alerts, incorrect on-call routing, broken integrations, and gaps in incident visibility.
•Partner with Engineering and Product to identify platform gaps, advocate for customers, and drive improvements.
•Run office hours, mentor the Global Support Engineering team, and document recurring patterns by building tools, playbooks, and internal training paths.

Pay and Benefits

Equity and Bonus:Equity

Perks:Rsus

Key Requirements

•Develop deep technical expertise and continuously learn as the product evolves.
•Troubleshoot complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges.
•Be well-versed in modern service operations workflows, including on-call rotations, incident response, and postmortems.
•Experience with Zendesk, Jira, Confluence, or similar tools for service operations.
•Familiarity with incident automation/visibility integrations such as PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams.

Education:

Skills:Problem-solvingContinuous learningClient-centric mindsetStrategic thinkingMentorship

Languages:English

Tech Stack:ZendeskJiraConfluencePagerDutyOpsgenieSlackMicrosoft Teams

Company Brief

DataDog

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2010

Glassdoor: 4.1

Website LinkedIn