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

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. 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. As part of the Technical Escalation Engineering (TEE) team, you’ll operate at the heart of Datadog’s ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You’ll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence. This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact. Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. What You’ll Do: - Develop deep technical expertise and continuously learn as the product evolves. - Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision. - Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they’re equipped to handle any challenge. - Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform. - Become the global go-to for Datadog’s Service Management features, from on-call schedules and incident creation to mobile alerting and cross-team collaboration. - Investigate escalations involving missed alerts, incorrect on-call routing, broken integrations, or gaps in incident visibility, with urgency and care. - Document recurring patterns and build tools, playbooks, and internal training paths to scale best practices across the organization. - Develop technical knowledge across the following Service Management product areas, including but not limited to: - On Call - Incident Management - Mobile Application - Event Management - Case Management - Collaboration Integrations Who You Are: - A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations. - A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility. - An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues. - A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence. - Well-versed in modern service operations workflows, including on-call rotations, incident response, postmortem practices, and team collaboration. - Experienced in troubleshooting issues around event ingestion, notification delivery, user/device configuration (e.g., mobile push), and collaboration workflows. - Passionate about reliability, reducing mean time to resolve, and strengthening the human side of incident and service management. - Computer Science or Engineering majors - Experienced in using Zendesk, Jira, Confluence, or similar softwares. - Familiar with how Datadog integrates with external tools like PagerDuty, Opsgenie, Slack, Jira, and Microsoft Teams to drive automation and visibility during incidents. Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. Benefits and Growth: - Best-in-breed onboarding - Generous global benefits - Intra-departmental mentor and buddy program for in-house networking - New hire stock equity (RSUs) and employee stock purchase plan (ESPP) - Continuous professional development, product training, and career pathing - An inclusi