Technical Escalations Engineer 2 (Agent) - 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 thinking","Leadership","Mentoring"]

Solve Datadog’s most complex Agent-related customer escalations by investigating high-stakes technical issues, leading technical calls, and driving resolutions with urgency. Partner with Engineering and Product to identify platform and integration gaps, improve performance and telemetry/logs collection, and elevate the Global Support Engineering team through mentoring, office hours, and learning sessions.

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DataDog
DataDog
10 hours ago

Technical Escalations Engineer 2 (Agent) - US-West

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Solve Datadog’s most complex Agent-related customer escalations by investigating high-stakes technical issues, leading technical calls, and driving resolutions with urgency. Partner with Engineering and Product to identify platform and integration gaps, improve performance and telemetry/logs collection, and elevate the Global Support Engineering team through mentoring, office hours, and learning sessions.
Location: Denver, San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate complex Agent escalations across deployment, configurations, performance, OOB/custom integrations, and telemetry/logs collection.
  • •Lead high-stakes technical calls and drive urgent solutions for critical customer challenges.
  • •Educate and guide customers through technical troubleshooting and fact-finding investigations.
  • •Partner with Engineering and Product to identify platform gaps, drive improvements, and advocate for customers.
  • •Become the go-to expert on Agent at Datadog and mentor Global Support Engineering through office hours and learning sessions.

Pay and Benefits

Salary: USD 85,000 - 113,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalPaid Leave401kParental Leave

Key Requirements

  • •Develop deep technical expertise and continuously learn as the product evolves.
  • •Investigate complex escalations and lead high-stakes technical calls to drive solutions for critical customer challenges.
  • •Run office hours, deliver learning sessions, and mentor the Global Support Engineering team.
  • •Master Linux, Windows, and macOS with strong system-level troubleshooting (processes, services, networking, file systems).
  • •Hands-on with CLIs, APIs, and config files (YAML/JSON), plus comfort in containerized environments and scripting/automation (Python, Go, or Bash).
Experience:ObservabilitySecurityCustomer support
Education:
Skills:Problem-solvingContinuous learningClient-centric thinkingLeadershipMentoring
Tech Stack:LinuxWindowsMacOSCLIAPIsYAMLJSONDockerKubernetesPythonGoBashZendeskJiraConfluenceTelemetryLogs

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