Datadog
Technology
Manager2,TechnicalEscalationsEngineering
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“Manager 2, Technical Escalations Engineering at Datadog. Skills: Technical Escalations, Team Management, Customer Success. Manage, develop, coach, and mentor Technical Escalation Engineers. Manage, develop, coach, and mentor people managers”
What You'll Achieve.
Elevate technical bar; Drive global success; Ensure customer growth; Ensure customer reliability; Ensure customer performance; Deliver high-impact solutions; Shape customer experience; Meet highest standards
Industry & Context.
Problem-solving; Troubleshoot issues; Complex investigations; Root cause analysis
What They're Looking For.
Must Have
Proven track record managing high-performing teams, Leading other managers, Coaching and developing talent, Fostering culture of collaboration, Connecting technical expertise to business, Bridging gap between customer needs, product development, operational excellence, Data-driven and outcome focused, Leveraging insights to guide decision-making, Optimizing team performance, Driving continuous improvement in customer experience, Driving continuous improvement in product adoption, Cross-functional collaborator, Working with Engineering, Product, and other stakeholders, Shaping and executing key initiatives, Ensuring alignment with business goals, Advocate for customer success, Ensuring escalations, feedback loops, product signals leveraged, Influencing product direction, Improving overall customer experience
Nice to Have
Product-minded
What You'll Do.
and mentor Technical Escalation Engineers
and mentor people managers
Respond to client requests
Reproduce and troubleshoot issues
Dive into Datadog's integrations
Partner with Technical Engineering Director colleagues
Partner with VP of Support Engineering
Ensure successful onboarding and development
Oversee projects and initiatives
Ensure successful and timely completion of projects
Collaborate cross-functionally with senior leaders
Implement operational improvements
Ensure customer experience remains highly regarded
Elevate customer experience
Refine escalation workflows
Optimize product feedback loops
Ensure global support strategy meets highest standards
Act as key liaison across Datadog
Drive alignment between Support
Strengthen collaboration
Resolve high-impact issues
Enhance overall customer satisfaction
Conduct regular 1:1s with team members
Provide constructive feedback
Assist recruiting efforts
Find and hire top talent
Ensure quarterly targets are met
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Work with Engineering; Work with Product; Work with Support; Work with Sales; Work with Customer Success
Communication Scope
Customer engagement
Process & Methodology
Manage projects, Oversee initiatives
Full Job Description
At Datadog, we don’t just support our products, we master them. As Datadog’s 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 world’s most innovative startups to the largest enterprises, to harness the full power of Datadog’s 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 through hands-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, you’ll 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 Datadog’s 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. What You’ll Do: Manage, develop, coach and mentor Technical Escalation Engineers and/or people managers and their teams 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, and functional areas that Ma
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