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

DataDog
Denver, San Francisco
Workplace: HybridFull timeUSD 85,000 - 113,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Continuous learning","Client-centric","Independent","Initiative","Strategic thinking","Collaboration","Mentoring","Technical excellence","Comfort with ambiguity"]

Serve as an in-house technical product expert on Datadog’s Technical Escalation Engineering team, investigating high-stakes customer escalations and leading urgent technical calls. Own investigations for the Web Platform experience—authentication/authorization, identity, enterprise administration, and visualization stacks—then partner with Engineering and Product to close gaps. Mentor Global Support Engineering and build internal tooling, debugging guides, and reusable workflows to improve resolution speed and customer outcomes.

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DataDog
DataDog
2 days ago

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

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Last checked: 2 hours agoStatus: Live

Job Summary

Serve as an in-house technical product expert on Datadog’s Technical Escalation Engineering team, investigating high-stakes customer escalations and leading urgent technical calls. Own investigations for the Web Platform experience—authentication/authorization, identity, enterprise administration, and visualization stacks—then partner with Engineering and Product to close gaps. Mentor Global Support Engineering and build internal tooling, debugging guides, and reusable workflows to improve resolution speed and customer outcomes.
Location: Denver, San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate complex escalations and lead high-stakes technical calls to drive urgent solutions for critical customer challenges.
  • •Run office hours and deliver learning sessions, mentoring the Global Support Engineering team to raise the technical bar.
  • •Partner with Engineering and Product to identify gaps, advocate for customers, and influence improvements to the platform.
  • •Own and troubleshoot Web Platform investigations across login failures, broken dashboards, permission mismatches, audit discrepancies, and visualization bugs.
  • •Develop internal tooling, debugging guides, and reusable workflows to help support teams resolve access and UI issues efficiently.

Pay and Benefits

Salary: USD 85,000 - 113,000 annually
Perks:Health InsuranceDentalParental Leave401kPaid LeaveRsus

Key Requirements

  • •Develop deep technical expertise and continuously learn as the product evolves.
  • •Debug complex escalations across authentication, authorization, identity, and enterprise administration at scale.
  • •Familiarity with authentication standards and patterns including SAML, OIDC, OAuth2, and SCIM.
  • •Experience investigating authorization across roles, permissions, data restrictions, and credential lifecycle.
  • •Comfort treating audit and compliance as a product problem and reconstructing events to identify root cause.
Experience:ObservabilitySecurityEnterprise scaleIdentity and access management
Education:
Skills:Problem-solvingContinuous learningClient-centricIndependentInitiativeStrategic thinkingCollaborationMentoringTechnical excellenceComfort with ambiguity
Languages:English
Tech Stack:SAMLOIDCOAuth2SCIMZendeskJiraConfluenceDashboardsNotebooksSheetsDDSQLGraphing

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
Glassdoor: 4.1
WebsiteLinkedIn